Guest Service Representative

Hotel Leveque; Ann Arbor (MI); On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player in hospitality is seeking enthusiastic Guest Service Representatives to be the welcoming face for guests. This role is pivotal in ensuring exceptional service and satisfaction, where you will engage with guests, address their needs, and promote brand loyalty. You'll be part of a dynamic team that values communication and problem-solving, creating memorable experiences for guests. With opportunities for professional development and travel discounts, this position offers a rewarding career in a vibrant environment. If you are passionate about hospitality and enjoy helping others, this role is perfect for you.

Benefits

Insurance enrollment available from DAY 1

Paid time off available from DAY 1

Holiday pay available from DAY 1

Hotel and travel discounts at worldwide destinations

Professional development and promotion opportunities

Qualifications

• 2+ years of customer service experience in hospitality preferred.
• Excellent verbal and written communication skills required.

Responsibilities

• Welcome guests and ensure a smooth check-in experience.
• Engage with guests to uncover expectations and needs.
• Communicate effectively with hotel departments for guest satisfaction.

Skills

Customer Service

Communication Skills

Problem Solving

Education

High School diploma or equivalent

Job description

the smiling face of hospitality...front and center

• Insurance enrollment available from DAY 1!
• Paid time off available from DAY 1!
• Holiday pay available from DAY 1!
• Hotel and travel discounts at worldwide destinations!
• Professional development and promotion opportunities!

About this job...

Guest Service Representatives are often the first in-person contact for hotel guests and support the realized and unrealized needs of guests throughout the hospitality experience. Serving as a brand liaison, Guest Service Representatives are engaging, attentive, service-oriented, and take a creative approach to problem solving. The primary responsibility of a Guest Service Representative is to deliver and exceed guest expectations, execute brand service standards, resolve challenges, and maintain excellent communication with guests, peers, and supervisors.

What you'll be doing...

• 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.

Requirements...

Experience & Education:

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

Communication:

• Excellent verbal and written communication skills
• Must be able to speak, read, and write in primary language used in the workplace

Physical:

• 8+ hours per day at standing desk/computer; stand and walk frequently throughout the workday
• Lift, lower, and maneuver up to 30 pounds occasionally