Guest Service Representative

Hotel Leveque; Oklahoma City (OK); On-site; USD 25,000 - 34,000; Full time

Benefits offered by this job

Insurance enrollment from DAY 1

Paid time off from DAY 1

Holiday pay from DAY 1

Hotel discounts at worldwide locations

Professional development opportunities

Job summary

First Hospitality's Hotel Leveque in Oklahoma City seeks a friendly Guest Service Representative to welcome guests, handle check-in/out, and deliver exceptional service in line with brand standards.

You will communicate with guests across channels, upsell rate packages when appropriate, and collaborate with hotel departments to meet guest expectations while maintaining professionalism and safety procedures.

Qualifications

• 2+ years of customer service experience
• Excellent verbal and written communication skills

Responsibilities

• Welcome arriving guests and complete the hotel’s arrival/check-in experience.
• Engage in purposeful communication to uncover guest needs and expectations.
• Maintain brand standards and ensure guest satisfaction across channels (in-person/phone/email).
• Promote loyalty programs and offer appropriate rate packages and upgrades.
• Coordinate with hotel departments to fulfill requests and resolve issues.

Skills

Customer service

Communication skills

Education

High School diploma

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.

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.

Surrounded by upscale shops, dining, and public art, our boutique hotel is a destination in Oklahoma City. Along Northwest Expressway near Interstate 44, we’re 15 minutes from downtown museums and attractions. Our outdoor pool features poolside service and cabana rental, and we offer indoor/outdoor meeting space for up to 300 people.