Guest Service Representative

Hotel Leveque; Findlay (OH); On-site; USD 30,000 - 40,000; Full time

Job summary

An established industry player is seeking a Guest Service Representative to be the welcoming face of hospitality in Findlay, Ohio. This role involves engaging with guests, ensuring their needs are met, and delivering exceptional service standards. As a vital part of the hotel experience, you'll build rapport with guests, handle inquiries, and resolve challenges with professionalism. This is a fantastic opportunity to join a forward-thinking company that values its employees and fosters a collaborative environment. If you're passionate about providing excellent customer service and creating memorable experiences, this position is perfect for you.

Benefits

Insurance enrollment available from DAY 1

Paid time off available from DAY 1

Holiday pay available from DAY 1

Hotel and travel discounts

Professional development opportunities

Qualifications

• 2+ years of customer service experience, preferably in Hospitality.
• Excellent verbal and written communication skills.

Responsibilities

• Welcome guests and ensure a smooth check-in experience.
• Engage with guests to understand and fulfill their needs.
• Communicate effectively with hotel departments for guest satisfaction.

Skills

Customer Service

Communication Skills

Problem Solving

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.

The Hancock Hotel serves as a place to gather in the local community and as a home away from home for travelers from across the globe.

Uniquely situated on the campus of Marathon Petroleum Corporation, the hotel is located less than a mile off I-75 in the heart of Downtown Findlay.

When you choose to stay at the Hancock Hotel, you can dine in a private setting with catering that prioritizes your comfort, attend the fun events in our area and come back to a restful sleep in our cozy beds. We deliberately designed our elevated accommodation offerings to make your stay memorable.

Reward yourself with a luxurious experience at our high-end hotel here in beautiful Findlay, Ohio. Our friendly staff will take care of your needs, and the hotel's ideal location will enable you to stay close to destinations like the University of Findlay. Explore our surrounding places of interest to make your already exceptional stay that little bit better. You can also enhance your experience by participating in the events the area has to offer.

Whether you are traveling for business, need your own personal getaway or are looking for an elegant boutique hotel backdrop for a special event, we have the facilities and ambiance to accommodate your needs. Feel free to take a moment to relax and wind down in our comfortable hotel. We work hard to ensure your visit is as enjoyable as possible.