Guest Service Representative

Hotel Leveque; Iowa City (IA); On-site; USD 28,000 - 36,000; Full time

Job summary

A leading company in the hospitality sector seeks a Guest Service Representative to enhance the guest experience in Iowa City's downtown. Applicants should have strong communication skills and a background in customer service to effectively fulfill guests' needs and maintain high brand standards.

Benefits

Hotel and travel discounts at worldwide destinations

Professional development and promotion opportunities

Qualifications

• 2+ years of customer service experience, preferably in Hospitality.
• Excellent verbal and written communication skills.
• Ability to stand and walk frequently throughout the workday.

Responsibilities

• Welcome guests and ensure the check-in experience meets their expectations.
• Communicate effectively with guests to understand their needs during their stay.
• Assist in resolving guest challenges and maintain professional standards.

Skills

Communication

Customer Service

Education

High School diploma or equivalency

Job description

the smiling face of hospitality...front and center

• 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

hotelVetro Iowa City, Tapestry Collection by Hilton

56 Room Hotel

Scenic views in downtown Iowa City

We’re located at the pedestrian mall in downtown Iowa City, steps from fantastic shopping, and minutes from the University of Iowa and University of Iowa Hospital. Head out to eat, with several great restaurants within walking distance, or cook in your in-room kitchenette. Enjoy great downtown views from our hotel.

hotelVetro Iowa City, Tapestry Collection by Hilton