Guest Service Representative

Hotel Leveque; Ann Arbor (MI); Sur place; USD 21 000 - 30 000; Plein temps

Avantages offerts par ce poste

Insurance enrollment from DAY 1

Paid time off from DAY 1

Holiday pay from DAY 1

Hotel and travel discounts

Professional development opportunities

Résumé du poste

Residence Inn Ann Arbor Downtown is seeking a friendly Guest Service Representative to be the first in-person contact for guests, delivering exceptional service and upholding brand standards. You will welcome guests, handle check-in/check-out, answer inquiries, and promote hotel services and loyalty programs with a calm, solution-focused approach.

The role requires 2+ years in customer service, preferably hospitality, and strong verbal/written communication.

Qualifications

• 2+ years of customer service experience, preferably in Hospitality or related industry.
• High School diploma or equivalency education certificate required.
• Excellent verbal and written communication skills.
• Must be able to speak, read, and write in primary language used in the workplace.

Responsabilités

• Welcome arriving guests and complete the hotel’s arrival/check-in experience, ensuring special requests are fulfilled.
• Engage in purposeful communication and build rapport with guests to uncover expectations.
• Effectively engage with guests through phone or electronic communication per brand standards.
• Promote loyalty programs and offer special rate packages and upgrades when appropriate.
• Coordinate with hotel departments to ensure timely delivery of guest expectations and issue resolution.
• Listen to guests, solicit feedback, and act on concerns.
• Maintain professionalism aligned with hotel brand and company expectations.
• Know and communicate emergency procedures; assist guests in emergencies.
• Use the hotel log to notify staff of pertinent information.

Connaissances

Customer Service

Communication

Hospitality

Formation

High School diploma

Description du poste

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

About First Hospitality…

Founded in 1985 and based in Chicago, First Hospitality is a forward-thinking hotel development, investment, and management company. First Hospitality’s strategic vision is to create value for all through excellence and an openness to doing things differently.

First Hospitality seeks to attract and retain a high-performing and diverse workforce in which employee’s differences are respected and valued to better meet the varying needs of the customers we serve. FH fosters an inclusive work environment that promotes collaboration, flexibility, and fairness. Equal Opportunity Employer.

401K, Vacation pay, hotel discounts and more

Find Residence Inn Ann Arbor Downtown just a few blocks from the University of Michigan and steps from dozens of popular restaurants and shops in Ann Arbor, MI. This pet-friendly hotel is situated in the heart of downtown, making it ideal for long visits.

Make yourself at home in our hotel's modern open-concept public spaces. We offer refreshing amenities to elevate your downtown stay, including our hotel's free hot breakfast, an indoor pool and a 24-hour fitness center.

While out and about in Ann Arbor, let us pick up and deliver groceries to your suite as part of our exceptional service. From fully equipped kitchens to free Wi-Fi, our hotel accommodations have everything you need to feel at home, including dog-friendly amenities and separate areas to live, work, dine and dream. Welcome to Residence Inn Ann Arbor Downtown, where it's all here, waiting for you.