Guest Experience Specialist

Hotel Northland, Autograph Collection; Green Bay (WI); On-site; USD 18,000 - 25,000; Full time

Benefits offered by this job

Insurance from Day 1

PTO from Day 1

Holiday pay from Day 1

401(k) after 30 days

Hotel discounts

Professional development

Job summary

Hotel Northland, Autograph Collection in Green Bay, WI, seeks a Guest Service Representative to provide exceptional service at the front desk and align with First Hospitality standards. You will welcome guests, manage check-ins, and support the guest experience with accuracy and courtesy.

The role emphasizes engaging communication, brand loyalty promotion, teamwork across hotel departments, and adherence to safety procedures in a fast-paced environment.

Qualifications

• 2+ years of customer service experience, preferably in Hospitality or related industry.
• High School diploma or equivalency education certificate required.

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

Education

High School diploma

Job description

Hotel Northland, Autograph Collection in Green Bay, WI, seeks a Guest Service Representative to provide exceptional service at the front desk and align with First Hospitality standards. You will welcome guests, manage check-ins, and support the guest experience with accuracy and courtesy.

The role emphasizes engaging communication, brand loyalty promotion, teamwork across hotel departments, and adherence to safety procedures in a fast-paced environment.