Guest Service Representative

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. Make yourself at home at our hotel on the Toledo waterfront Experience the perfect blend of style and comfort at Renaissance Toledo Downtown Hotel. Ideally situated on the waterfront in the heart of downtown Toledo, Ohio, our AAA Four Diamond-rated hotel is moments from Huntington Center, SeaGate Convention Centre and the Toledo Museum of Art. When you're not exploring the area, settle into our upscale, pet-friendly rooms and suites, which boast plush bedding, 55-inch flat-screen TVs and 24-hour room service. Many of our hotel accommodations also feature waterfront or city views. After a busy day downtown, check out our rooftop bar, The Heights, for unbeatable vistas and custom cocktails, or visit our restaurant, Brim House, for hearty fare. If you're in downtown Toledo for business, our 13 event spaces provide the perfect setting for your gathering. Take advantage of our amenities during your stay in Ohio, including a fitness center, executive lounge, valet parking and business center. A truly special visit awaits you at Renaissance Toledo Downtown Hotel. #J-18808-Ljbffr