Guest Service Representative - Front Desk

Homewood Suites by Hilton Orland Park; Orland Park (IL); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

Insurance from Day 1

PTO from Day 1

Holiday pay

401(k) after 30 days

Hotel discounts

Professional development

Job summary

Homewood Suites by Hilton Orland Park is hiring a Guest Service Representative to be the first point of contact for guests, handling check-in/check-out, and ensuring a welcoming experience. The role emphasizes hospitality, problem solving, and brand standards across daily interactions.

You will engage with guests to anticipate needs, promote loyalty programs, and collaborate with departments to deliver exceptional service and resolve issues promptly.

Qualifications

• 2+ years of customer service experience, preferably in Hospitality
• Excellent verbal and written communication skills
• Must be able to speak, read, and write in primary language used in the workplace
• Able to stand for 8+ hours and lift up to 30 pounds occasionally

Responsibilities

• Welcome arriving guests and manage the arrival/check-in experience
• Engage with guests to uncover needs and build rapport
• Communicate with guests via phone or email per brand standards
• Promote loyalty programs, rate packages, and upgrades when appropriate
• Coordinate with hotel departments to fulfill guest requests and resolve issues
• Listen to guests, address concerns, and log pertinent information
• Maintain professionalism aligned with brand expectations
• Follow emergency procedures and assist guests during incidents
• Utilize the hotel log to notify associates of important updates
• Balance house bank and log transactions if applicable

Skills

Customer service

Hospitality experience

Communication skills

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.

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.

Source: Hospitality Online