Guest Service Representative

Hotel Leveque; Chicago (IL); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Insurance enrollment from DAY 1

Paid time off from DAY 1

Holiday pay from DAY 1

Hotel and travel discounts

Professional development

Job summary

First Hospitality seeks a friendly Guest Service Representative to welcome guests and manage the check-in experience at our Chicago hotel. You will deliver exceptional service, resolve issues, and promote loyalty programs while maintaining brand standards.

The role requires 2+ years in customer service, preferably in hospitality, with excellent communication skills and the ability to work at a standing desk for long shifts. Join a team that values professionalism and guest satisfaction.

Qualifications

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

Responsibilities

• Welcome guests and assist with arrival/check-in, ensuring requests are fulfilled and information accurately captured.
• Build rapport with guests and uncover expectations and needs through attentive communication.
• Engage with guests via phone or electronic channels to ensure satisfaction and brand standards.
• Promote hotel loyalty programs and special rate packages when appropriate.
• Coordinate with hotel departments to deliver guest experiences and resolve issues promptly.
• Listen to guests, empathize, and address concerns to maintain high service levels.
• Communicate professional standards consistent with brand expectations and safety procedures.

Skills

Customer service

Communication

Language proficiency

Education

High School diploma

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

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.

Hampton Inn Majestic Chicago Theatre District

Hotel with 135 Rooms

Sleep well above the CIBC Theatre

Hampton Inn Majestic Chicago Theatre District is a convenient Chicago hotel, located in downtown Chicago, Illinois. The hotel is surrounded by theatres, museums, shopping and parks, and you’ll also have easy access to Chicago’s business district. Enjoy free WiFi throughout your stay and Hampton’s free hot breakfast each morning.

Our historic Chicago, IL hotel is home to the PrivateBank Theatre, a 2,000-seat Broadway theatre. Choose from a wide variety of cuisine offered by almost 50 restaurants within a few blocks of the hotel. Chicago is a great city for walking, and you’ll be steps away from scenic Millennium Park, the Art Institute of Chicago, and the Field Museum.

Climb the impressive 1,353-foot Willis Tower SkyDeck. Shop some of the world’s most famous stores in the Magnificent Mile. There you’ll find Macy’s, the world’s second-largest retail store, and the original Marshall Field store.

Start your day right with Hampton’s free hot breakfast at this Chicago hotel. Even if you’re in a rush, grab one of our free Hampton On the Run® Breakfast Bags Monday through Friday, for a quick, healthy meal to go. Check emails or print a report with our free WiFi and business center. After a long day, retreat to our hotel in Chicago, IL to rest in a comfy room with a clean and fresh Hampton bed®.