Guest Service Representative

First Hospitality; Oak Brook (IL); On-site; USD 19,000 - 25,000; 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

First Hospitality is seeking a Guest Service Representative for The Drake Oak Brook, Autograph Collection. You will greet guests, manage check-ins, and address needs with a focus on brand standards and seamless service.

You’ll promote loyalty programs and collaborate with departments to ensure accurate fulfillment of requests. Ideal candidates have 2+ years in customer service within hospitality and excellent verbal and written communication.

Qualifications

• 2+ years of customer service experience, preferably in hospitality.
• Excellent verbal and written communication; ability to speak, read, and write in workplace language.
• Professional and friendly demeanor with strong problem-solving skills.

Responsibilities

• Welcome arriving guests and complete the check-in experience with accuracy and courtesy.
• Engage with guests to identify needs and provide solutions aligned with brand standards.
• Promote loyalty programs and offer rate packages or upgrades when appropriate.
• Coordinate with hotel departments to fulfil guest requests and resolve issues promptly.
• Maintain professionalism and communicate emergency procedures as needed.
• Use the hotel's log to relay pertinent information to colleagues and supervisors.

Skills

Customer service

Verbal & written communication

Education

High School diploma or equivalent

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 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.

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.

Source: Hospitality Online