Guest Service Representative

Hotel Elkhart, Tapestry Collection by Hilton; Elkhart (IN); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Insurance from day one

Paid time off (PTO)

Holiday pay from day one

401(k) after 30 days

Hotel and travel discounts worldwide

Growth opportunities

Job summary

Hotel Elkhart, Tapestry Collection by Hilton is seeking a Guest Services ambassador to deliver exceptional guest experiences at our Indiana property. You will greet guests, anticipate needs, and resolve issues while upholding brand standards and seamless communication with colleagues.

The role emphasizes proactive service, upselling of packages, and collaboration across departments to ensure timely, high-quality hospitality.

Qualifications

• 2+ years of customer service experience, preferably in hospitality.
• Excellent verbal and written communication in English.
• HS diploma or equivalent required.

Responsibilities

• Greet and assist arriving guests, ensuring requests are met and information is accurate.
• Engage with guests to uncover expectations and needs.
• Communicate effectively via phone and electronic channels to ensure guest satisfaction.
• Promote loyalty programs and offer packages and upgrades as appropriate.
• Coordinate with hotel departments to deliver timely service and resolve challenges.
• Listen attentively to guest concerns and seek feedback.
• Maintain professionalism consistent with brand standards.
• Know hotel emergency procedures and assist guests as needed.
• Use logs to share pertinent information with team members and supervisors.
• Manage house bank transactions with accuracy and security if applicable.

Skills

Verbal communication

Written communication

English proficiency

Education

High School diploma or equivalent

Job description

Discover What Awaits You…

• Begin your journey with insurance coverage from day one.
• Enjoy paid time off starting on your first day.
• Receive holiday pay right from your first day.
• Enroll in our 401(k) plan after just 30 days.
• Unlock exclusive hotel and travel discounts worldwide.
• Explore professional growth and promotion opportunities.

About This Opportunity...

Step into a role where you are the cornerstone of exceptional guest experiences at a one-of-a-kind hotel. As a brand ambassador, you'll engage with guests, anticipate their needs, and creatively solve challenges. You will exceed expectations, uphold brand standards, and maintain seamless communication with guests and colleagues.

Your Key Responsibilities...

• Greet and assist arriving guests, ensuring all special requests are met and information is accurate.
• Engage in purposeful communication with guests that uncovers expectations and unrealized needs..
• Communicate effectively via phone and electronic channels to ensure guest satisfaction.
• Promote loyalty programs and offer special packages and upgrades as appropriate.
• Coordinate with hotel departments to deliver timely service and resolve challenges.
• Listen attentively and empathize with guest concerns, actively seeking feedback.
• Maintain professionalism consistent with brand and company standards.
• Know hotel emergency procedures and assist guests in need.
• Use communication logs to share pertinent information with team members and supervisors.
• Manage house bank transactions with accuracy and security if applicable.

Requirements...

Experience & Education:

• 2+ years of customer service experience, ideally in hospitality or a related industry.
• High School diploma or equivalent educational certification required.

Communication:

• Exemplary verbal and written communication skills.
• Proficiency in speaking, reading, and writing English, the primary language used at Hotel Elkhart.

Physical Demands:

• Work at a standing desk/computer for 8+ hours a day; frequent standing and walking required.
• Occasionally lift and maneuver up to 30 pounds.

About First Hospitality…

Founded in 1985 and headquartered in Chicago, First Hospitality is a visionary hotel development, investment, and management company. Our strategic vision is to create value through excellence and a willingness to embrace innovative approaches.

We are committed to attracting and retaining a high-performing, diverse workforce where differences are valued and respected to better serve our varied clientele. First Hospitality fosters an inclusive work environment that encourages collaboration, flexibility, and fairness. Equal Opportunity Employer.

Source: Hospitality Online