Guest Service Representative - Embassy Suites by Hilton

Suburban Inns; Grand Rapids (MI); On-site; USD 10,000 - 60,000; Full time

Job summary

Join a vibrant team at a leading hospitality establishment, where your passion for guest service and sales will shine. This position offers a dynamic work environment with opportunities for growth and development. You will be responsible for ensuring guest satisfaction by providing exceptional service and maintaining hotel operations. With a focus on personal connections and professional interactions, you will help create memorable experiences for guests. Enjoy a range of benefits, including flexible schedules and advancement opportunities, making this an ideal role for those looking to thrive in the hospitality industry.

Benefits

Hotel and Restaurant Discounts

Earned Paid Time Off

Health, Vision, Dental, and Life Insurance

Flexible Schedules

Holiday Pay

Paid Volunteer Time

Advancement Opportunities

Paid Maternity/Paternity Leave

Employee Assistance Program

Qualifications

• Ability to interpret information and perform basic arithmetic.
• Good communication skills are essential.

Responsibilities

• Greet guests in a friendly manner and make them feel valued.
• Provide excellent guest service and respond to inquiries.
• Maintain a neat workspace and monitor safety issues.

Skills

Sales Techniques

Guest Service

Communication Skills

Education

High School Diploma or Equivalent

Job description

Embassy Suites Downtown Grand Rapids is a fast-paced, high-energy workplace with endless opportunities for advancement. Join the best team in the Hospitality Industry!

* Position can be used as a paid internship

Shifts: 1st and 2nd shift

Wage: Starts at $16.00/hour, based on experience

Benefits Include:

• Hotel and restaurant discounts
• Earned Paid Time Off for all team members
• Insurance (health, vision, dental, life) for full-time team members
• Flexible schedules (dependent on position)
• Holiday Pay
• 8 hours of paid volunteer time per year (must be accredited)
• Advancement opportunities
• 100% paid maternity/paternity or adoption leave for those who qualify for FMLA
• Employee Assistance Program (EAP) through Pine Rest (3 free counseling visits, online library, and access to legal, financial, and elder care consultations)

Position Summary:

Responsible for providing strong sales techniques and excellent guest service, according to Suburban Inns Core Values and Hilton/Embassy Suites standards, ensuring guest satisfaction.

Essential Functions:

1. Greet all guests in a friendly, positive manner. Make personal connections to make guests feel welcome and valued.
2. Sell the property according to Suburban Inns sales standards.
3. Gather appropriate data from guests, including address information, credit cards, and signatures.
4. Follow shift checklists to ensure smooth hotel operations.
5. Record special needs or requests and communicate any unusual occurrences to the next shift.
6. Complete required emergency training and stay knowledgeable of emergency procedures.
7. Maintain a neat and clean workspace at the front desk and adjacent areas.
8. Monitor safety and security issues, reporting problems to the appropriate department and General Manager.
9. Manage guest accounts and paperwork, including settlement and reconciliation.
10. Balance cash drawer and make appropriate cash drops.
11. Provide excellent guest service by:

• Providing information about hotel policies, services, and amenities.
• Responding to guest requests and inquiries about local directions, dining, and entertainment.
• Handling guest concerns professionally and tactfully.

Maintain open communication between hotel departments.

Follow all Suburban Inns processes.

Exhibit regular attendance.

Perform other duties as requested by management.

Position Requirements:

Minimum knowledge: Ability to interpret information, perform basic arithmetic, and possess good communication skills.

Formal education: High school diploma or equivalent, or related experience.

License/Training: CPR certification (may be completed upon hire).

Note: Responsibilities may evolve with business needs, and additional or different duties may be required as necessary.