Guest Service Representative

The Hancock Hotel; Findlay (OH); On-site; USD 26,000 - 38,000; Full time

Benefits offered by this job

Insurance enrollment from DAY 1

Paid time off from DAY 1

Holiday pay from DAY 1

401(k) enrollment after 30 days

Hotel and travel discounts

Professional development and promotion

Job summary

The Hancock Hotel in Findlay is seeking a friendly Guest Service Representative to create memorable first impressions from arrival to departure. You’ll welcome guests, handle check-in/check-out, and anticipate needs with warmth and professionalism.

You'll engage guests, manage reservations and requests using hotel systems, and promote on-property amenities and loyalty programs. The role requires strong communication, multitasking, and a calm, service-driven approach in a boutique hotel setting.

Qualifications

• 1–2+ years of customer service experience required; hospitality experience preferred
• High School diploma or equivalent required

Responsibilities

• Greet and check-in/check-out guests with personalized service
• Build authentic connections with guests and identify needs
• Handle guest requests, phone inquiries, reservations, and admin tasks
• Use hotel systems to manage reservations and billing
• Respond to guest inquiries via phone, email, and in person
• Promote hotel amenities, local experiences, and loyalty programs
• Collaborate with housekeeping, maintenance, and other departments
• Resolve guest concerns with empathy and creativity
• Maintain a polished, professional presence aligned with the brand
• Follow safety and emergency procedures and assist guests as needed
• Accurately handle transactions and protect the house bank

Skills

Customer service

Communication

Multitasking

Organizational skills

Problem-solving

Calm under pressure

Tech-savvy

Friendly demeanor

Education

High School diploma or equivalent

Tools

Hotel systems

Job description

What's in it for you…

• Insurance enrollment available from DAY 1!
• Paid time off available from DAY 1!
• Holiday pay available from DAY 1!
• 401(k) enrollment after 30 days!
• Hotel and travel discounts at worldwide destinations!
• Professional development and promotion opportunities!

About the Role…

As a Guest Service Representative, you are the face of our boutique hotel, creating memorable first impressions and meaningful guest experiences from arrival to departure. This role is ideal for someone warm, personable, tech-savvy, and thrives in a fast-paced environment. You’ll anticipate guest needs, juggle multiple priorities with ease, and deliver thoughtful, personalized service that reflects the unique character of our property.

What You’ll Be Doing…

• Greeting and welcoming guests with genuine hospitality, completing a seamless and personalized check-in and check-out experience
• Build authentic connections with guests through engaging conversation, identifying both stated and unstated needs
• Manage multiple tasks efficiently, including guest requests, phone inquiries, reservations, and administrative duties
• Utilize hotel systems and technology confidently to ensure accurate reservations, billing, and guest information
• Respond to guest inquiries via phone, email, and in-person communication in a timely, professional manner
• Promote hotel amenities, local experiences, special packages, and loyalty programs to enhance each stay
• Collaborate closely with housekeeping, maintenance, and other departments to ensure guest needs are met promptly
• Resolve guest concerns with empathy, creativity, and a solutions-focused mindset
• Maintain a polished, professional presence aligned with the boutique hotel’s brand and culture
• Follow safety and emergency procedures, assisting guests as needed
• Accurately handle transactions and maintain the security of the house bank (if applicable)

What We’re Looking For…

Experience & Education:

• 1–2+ years of customer service experience required; hospitality experience preferred
• High School diploma or equivalent required

Skills & Attributes:

• Friendly, approachable, and service-driven personality
• Tech-savvy with the ability to quickly learn and navigate hotel systems and software
• Strong multitasking and organizational skills in a dynamic environment
• Excellent verbal and written communication skills
• Detail-oriented with strong problem-solving abilities
• Ability to remain calm and professional under pressure

Physical Requirements:

• Ability to stand and move throughout the shift (up to 8 hours)
• Ability to lift, carry, or move 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