Guest Service Representative

Hotel Leveque; Menomonee Falls (WI); On-site; USD 30,000 - 40,000; Full time

Job summary

An established industry player in hospitality is looking for a Guest Service Representative to be the welcoming face for guests. This role involves ensuring guest satisfaction, resolving challenges, and maintaining excellent communication. You will engage with guests to understand their needs, promote loyalty programs, and uphold brand standards. With a commitment to professional development, this position offers opportunities for growth within a dynamic team. Join a forward-thinking company that values diversity and fosters an inclusive environment where your contributions make a real impact.

Benefits

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

Qualifications

• 2+ years of customer service experience, preferably in Hospitality.
• High School diploma or equivalency education certificate required.

Responsibilities

• Welcome guests and complete the check-in experience.
• Engage with guests to uncover expectations and needs.
• Promote hotel brand loyalty programs and special packages.

Skills

Customer Service

Communication Skills

Problem Solving

Education

High School Diploma or Equivalent

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.

Welcome to Delta Hotels Milwaukee Northwest

The Delta Hotel in Menomonee Falls, simple made perfect.

Welcome to Delta Hotels Milwaukee Northwest

The Delta Hotel in Menomonee Falls, simple made perfect.

A seamless experience awaits you at Delta Hotels Milwaukee Northwest. Situated in Menomonee Falls, our hotel offers thoughtful design with the essential needs of frequent traveler in mind. Settle into our modern yet convenient designed rooms and suites with smart amenities including fast, free Wi-Fi, complimentary bottled water, over-sized TVs and plush Marriott brand bedding. Waterlin Bistro, our signature restaurant, showcases classic WI comfort dishes with modern twists—locally sourced and inspired. The cocktail menu offers multiple old fashioned styles and, of course, local craft beers. If you're hosting an event, our hotel offers several well-designed banquet spaces; a team of experienced planners are on hand to ensure that your gathering is a success. Welcome to simple made perfect.