Guest Service Representative

Hilton Garden Inn / Homewood Suites Downtown Toledo; Toledo (OH); On-site; USD 27,000 - 42,000; Full time

Benefits offered by this job

Insurance enrollment available fromDAY

Paid time off available from DAY 1

Holiday pay available from DAY 1

Hotel and travel discounts at worldiw*

Professional development and promotion

Job summary

First Hospitality is seeking a Guest Service Representative for Hilton Garden Inn/ Homewood Suites Downtown Toledo to deliver exceptional service at check-in, assist guests with special requests, and promote loyalty programs. The role emphasizes brand standards, effective communication, and teamwork in a bustling downtown hotel.

Applicants should have 2+ years in hospitality customer service and a high school diploma.

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.

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 and offer special rate packages and upgrades when appropriate.
• Coordinate with hotel departments to ensure timely delivery of guest expectations and resolution of any issues.
• Listen to guests and address concerns, stepping in to enhance guest satisfaction and safety as needed.

Skills

Customer service

Verbal communication

Written communication

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.

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.

Free downtown parking, hotel discounts, benefits available day one, early pay options available.

Hilton Garden Inn/ Homewood Suites Downtown Toledo

Hotel with 310 Rooms

Central to Toledo’s top attractions

Located next to Glass City Convention Center, our hotel is a five-minute walk to Huntington Center and Fifth Third Field. Promenade Park, Imagination Station science museum, and dozens of restaurants and bars are also within walking distance. We offer over 8,000 sq. ft. of event space as well as a fitness center and on-site dining.

Homewood Suites by Hilton

Blocks from the best of Toledo

We are in the heart of downtown Toledo, next to the SeaGate Convention Center. We also offer 8,000 sq. ft. of on-site event space. Fifth Third Field, Huntington Center, and Promenade Park are all within a five-minute walk. You’ll also find dozens of bars and restaurants and Imagination Station science museum within walking distance.

Hilton Garden Inn/ Homewood Suites Downtown Toledo