Guest Experience & Loyalty Ambassador

The Drake Oak Brook, Autograph Collection; Oak Brook (IL); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Insurance enrollment from DAY 1

Paid time off from DAY 1

Holiday pay from DAY 1

401(k) enrollment after 30 days

Hotel and travel discounts

Professional development opportunities

Job summary

The Drake Oak Brook, Autograph Collection is seeking a Guest Service Representative to be the first in-person contact for guests, delivering exceptional service throughout the hospitality experience.

You will welcome guests, handle arrival and check-in, and coordinate with various hotel departments to ensure requests are fulfilled. Strong communication and a customer-first mindset are essential to uphold the brand’s standards at First Hospitality.

Qualifications

• 2+ years of customer service experience, preferably in Hospitality or related industry.

Responsibilities

• Welcome arriving guests and complete the hotel’s arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.
• Engage in purposeful communication and build rapport with guests, creating an open dialogue to uncover guest expectations and unrealized needs.
• Effectively engage with guests through phone or electronic communication consistent with hotel brand standards to ensure guest satisfaction.
• Promote hotel brand loyalty programs, encourage guest participation, and offer special rate packages and upgrades when appropriate.
• Effectively communicate with hotel departments to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.
• Listen to guests and empathize with their challenges. When necessary, solicit guest feedback and act on guests concerns.
• Always maintain professionalism consistent with hotel brand and company expectations.
• Know and communicate hotel emergency procedures; inform and assist guests in emergencies.
• Use hotel communication log and verbal or electronic means to notify fellow associates and/or supervisors of pertinent information.
• If applicable, maintain balance and security of house bank and accurately log all transactions.

Skills

Customer service

Communication skills

Hospitality experience

Education

High School diploma or equivalency

Job description

The Drake Oak Brook, Autograph Collection is seeking a Guest Service Representative to be the first in-person contact for guests, delivering exceptional service throughout the hospitality experience.

You will welcome guests, handle arrival and check-in, and coordinate with various hotel departments to ensure requests are fulfilled. Strong communication and a customer-first mindset are essential to uphold the brand’s standards at First Hospitality.