Guest Service Representative

What's in it for you… * 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