Guest Service Representative

Hotel Leveque; Milwaukee (WI); On-site; USD 18,000 - 22,000; Full time

Benefits offered by this job

Insurance from Day 1

Paid time off

Holiday pay

Hotel discounts

Travel discounts

Professional development

Promotion opportunities

Job summary

First Hospitality seeks a Guest Service Representative to be the first point of contact for guests at The Cambria Milwaukee Downtown. You will deliver exceptional service, handle check-ins, and promote brand loyalty programs while coordinating with hotel departments to meet guest needs.

Ideal candidates have 2+ years in customer service, excellent communication skills, and a high school diploma. This on-site role offers DAY-1 benefits and opportunities for growth within the company.

Qualifications

• 2+ years of customer service experience, preferably in Hospitality or related industry.
• High School diploma or equivalency education certificate required.
• Excellent verbal and written communication skills.
• Must be able to speak, read, and write in primary language used in the workplace.

Responsibilities

• 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.

Job description

Be the First Face of Unforgettable Stays — Day-1 Benefits, Real Growth

• 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.

A stylish hotel in the heart of downtown Milwaukee

The Cambria® Hotel Milwaukee Downtown is located in the Westown neighborhood near Historic Third Ward. This central downtown location puts you within walking distance of some of the city’s best shopping, dining and entertainment, including the foodie-favorite Milwaukee Public Market and the scenic Milwaukee River—where you can board one of the Milwaukee Boat Line sightseeing tours.

Our hotel near Miller Park is 3 miles from the home stadium of the Milwaukee Brewers, making our location a convenient one for baseball fans. Music fans can enjoy easy access to the concerts at the annual Milwaukee Summerfest. The festival is only around a mile away, so it’s just a 20-minute walk to the festival lots. We’re also conveniently close to brewery tours, the Milwaukee RiverWalk and other popular attractions.

The décor of our upscale hotel is inspired by the energy of the city, and you’ll find design elements that highlight Milwaukee’s history and culture. From the guest rooms to the common areas, you’ll discover little luxuries that make a big difference—like spa‑style bathrooms Bluetooth mirrors, an indoor heated pool, and a modern lobby with sitting areas that are perfect for socializing. During your stay, stop by our restaurant for classic American dishes and seasonal craft brews from some of the region’s top breweries.Planning a meeting or event in Milwaukee? Contact us to learn more about our 1,500-square-foot event space. This modern meeting room can be customized to host a variety of events.