Guest Service Representative

Hotel Leveque; Indianapolis (IN); On-site; USD 29,000 - 38,000; Full time

Benefits offered by this job

Insurance from Day 1

Paid time off from Day 1

Holiday pay from Day 1

Hotel discounts

Professional development

Job summary

First Hospitality's Hilton Garden Inn Indianapolis Downtown is seeking a Guest Service Representative. You will be the first in-person contact for guests, delivering warm, professional service from arrival to departure and upholding brand standards.

You'll welcome guests, manage check-in, offer rate upgrades when appropriate, promote loyalty programs, and coordinate with hotel departments to ensure timely delivery of requests.

Qualifications

• 2+ years of customer service experience in hospitality or related industry.
• Excellent verbal and written communication skills.
• Ability to speak, read, and write in the workplace's primary language.

Responsibilities

• Welcome arriving guests and manage the hotel’s arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.
• Build rapport with guests and uncover their needs through open dialogue.
• Communicate with guests by phone or email per brand standards to ensure satisfaction.
• Promote hotel loyalty programs and offer special rate packages and upgrades when appropriate.
• Coordinate with hotel departments to fulfill guest requests and resolve issues.
• Listen to guests, solicit feedback, and address concerns promptly.
• Maintain professionalism in line with brand expectations and hotel policies.

Skills

Customer service

Communication skills

English proficiency

Professional demeanor

Education

High School diploma or equivalency

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.

Stay in the heart of downtown Indianapolis

Our hotel is next to Monument Circle, surrounded by city dining, shopping, and nightlife. Discover downtown Indianapolis: the Indiana Convention Center, Gainbridge Fieldhouse, Lucas Oil Stadium, and White River State Park are all within a mile of our door. We have a heated indoor pool, fitness center, and restaurant and bar.

Enjoy a cooked-to-order breakfast or dinner at our restaurant, Garden Grille & Bar, when you stay at the Hilton Garden Inn Indianapolis Downtown. After a long day, relax with an evening beverage at the on-site bar. From fine dining to casual bites, this Hilton Garden Inn hotel is in walking distance to most all venues and has numerous dinning experiences.

If meetings are on the agenda, our modern Indianapolis hotel caters to your needs. Host an event for up to 120 guests and make use of our 24-hour business center.