Guest Service Representative

Hiltons at McCormick Place; Chicago (IL); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Hotel discounts

Professional development

Job summary

First Hospitality in Chicago seeks Guest Service Representatives to be the first in-person contact for guests, delivering exceptional service and upholding brand standards.

You will welcome guests, manage check-ins, resolve issues, and promote loyalty programs while coordinating with other departments to ensure a seamless hospitality experience.

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 workplace.

Responsibilities

• Welcome arriving guests and manage the check-in experience, ensuring requests are fulfilled.
• Engage with guests to uncover expectations and needs.
• Communicate with guests via phone or electronic channels per brand standards to ensure satisfaction.
• Promote loyalty programs and offer appropriate rate packages/upgrades.
• Coordinate with hotel departments to meet guest expectations and resolve challenges.
• Listen to guests, log feedback, and act on concerns promptly.
• Maintain professionalism aligned with brand and company standards.
• Know hotel emergency procedures and assist guests in emergencies.
• Use the hotel log to share pertinent information with colleagues and supervisors.
• Handle house banks and log transactions where applicable.

Skills

Customer service

Verbal communication

Written communication

Hospitality experience

Education

High School diploma or equivalency

Job description

What's in it for you…

• 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.

Source: Hospitality Online