Guest Service Representative

Hotel Leveque; St. Louis (MO); On-site; USD 32,000 - 42,000; Full time

Job summary

First Hospitality's Le Meridien St. Louis Downtown is seeking a Guest Service Representative to welcome guests and deliver on brand service standards.

You will engage guests with professional communication, handle check-in, promote loyalty programs, and collaborate with hotel departments to ensure seamless experiences.

Qualifications

• 2+ years of customer service experience, preferably in hospitality or related industry.
• High School diploma or equivalency required.

Responsibilities

• Welcome arriving guests and complete the hotel’s arrival/check-in experience, ensuring special requests are fulfilled.
• Engage in purposeful communication and build rapport with guests to uncover expectations.
• Effectively communicate with guests via phone or electronic channels to ensure satisfaction.
• Promote brand loyalty programs and offer upgrades when appropriate.
• Coordinate with hotel departments to fulfill guest needs and resolve issues.
• Listen to guests, solicit feedback, and act on concerns while maintaining professionalism.

Skills

Customer service

Communication

Hospitality

Education

High School diploma

Job description

the smiling face of hospitality...front and center

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.

Expect more in St. Louis at our downtown hotel

Experience a new era in St. Louis at our hotel's historic downtown building. Built in 1913 and added to the National Register of Historic Places in 1984, the design of Le Meridien St. Louis Downtown focuses on modern art blended with touches of the property's history. Our hotel sits less than a mile from the Gateway Arch and half a mile from America's Center Convention Complex and the Enterprise Center, a year-round sporting venue. We are also a few blocks from Busch Stadium and an easy drive from Forest Park, home to the St. Louis Zoo, the Missouri History Museum, the St. Louis Science Center and the Municipal Theatre Association. Maintain your workout downtown in our hotel's spacious, 24-hour fitness center. Savor a steak dinner at our on-site restaurant, Prime 55, or sample gelato at Le Scoop. Retire to a contemporary hotel room with signature Serta mattresses, rainfall showerheads and modern art. Wake up ready for a new day at Le Meridien St. Louis Downtown.