Guest Service Representative

First Hospitality; Chicago (IL); On-site; USD 28,000 - 35,000; Full time

Job summary

A leading hospitality company in Chicago is seeking a Guest Service Representative to provide exceptional service to hotel guests. The role involves welcoming guests, managing check-in processes, and ensuring guest satisfaction through effective communication and problem-solving. Ideal candidates will have strong communication skills and a high school diploma. This is a full-time entry-level position with opportunities to grow in a diverse and inclusive environment.

Qualifications

• Excellent verbal and written communication skills.
• Ability to speak, read, and write in the primary language used in the workplace.

Responsibilities

• Welcome arriving guests and complete the hotel's arrival/check-in process.
• Engage in purposeful communication and build rapport with guests.
• Maintain professionalism consistent with hotel standards.

Skills

Communication

Problem Solving

Education

High School diploma

Job description

Guest Service Representative Job Description

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

Responsibilities

1. Welcome arriving guests and complete the hotel's arrival/check-in process, ensuring special requests are fulfilled and accurate information is received.
2. Engage in purposeful communication and build rapport with guests to uncover expectations and needs.
3. Communicate effectively via phone or electronic means to ensure guest satisfaction.
4. Promote hotel loyalty programs, encourage participation, and offer upgrades when appropriate.
5. Coordinate with hotel departments to meet guest expectations and resolve challenges.
6. Listen to guests, empathize with their concerns, solicit feedback, and act on it.
7. Maintain professionalism consistent with hotel standards.
8. Know and communicate emergency procedures and assist guests accordingly.
9. Use communication logs and electronic means to share pertinent information with staff.
10. If applicable, manage the house bank and log transactions accurately.

Requirements

• High School diploma or equivalent required.
• Excellent verbal and written communication skills.
• Ability to speak, read, and write in the primary language used in the workplace.
• Physical ability to stand and walk for 8+ hours, and lift 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. They focus on creating value through excellence and innovation. The company values diversity and fosters an inclusive environment that promotes collaboration, flexibility, and fairness. They are an Equal Opportunity Employer.

Additional Details

• Seniority Level: Entry level
• Employment Type: Full-time
• Job Function: Other
• Industry: Restaurants