Guest Service Representative

the smiling face of hospitality...front and center Hotel and travel discounts at worldwide destinations! 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. Nestled near the shore of Lake Michigan and in the heart of Chicago’s South Loop, our unique space boasts three popular Hilton brands with 466 total guest rooms for your convenience. Lounge in our elegantly designed lobby, relax by the indoor pool, or take the elevator up to our rooftop restaurant for a premium 360-degree view of the city. Discover comfort, productivity, and direct access to Chicago’s McCormick Place Convention Center and surrounding attractions. With three great hotels to choose from, you can find the perfect stay to suit your needs at the Hiltons at McCormick Place. We are connected to McCormick Place Convention Center and Wintrust Arena via sky-bridge. Soldier Field is within a mile and the nearby train brings guests to Millennium Park and downtown attractions. Guests can enjoy a view of Chicago and Lake Michigan at our VU Skyward rooftop bar. Hilton Properties Hampton Inn Chicago McCormick Place We are connected to McCormick Place and located across from Wintrust Arena. The Art Institute of Chicago, Millennium Park, and the Field Museum are under 10 minutes’ drive from our door. Within walking distance, Soldier Field and Michigan Avenue are under a mile away. Our hotel has a fitness center and indoor pool. WiFi and daily hot breakfast are on us. Home2 Suites by Hilton Chicago McCormick Place The best of South Loop is on our doorstep: We’re next to Wintrust Arena, with a skybridge to the McCormick Place convention center and easy access to Chicago’s top attractions. Your stay includes an in-suite kitchen, free WiFi, and free daily breakfast. While you’re here, admire sweeping views of Lake Michigan from the 22nd floor rooftop bar, or take a swim in our indoor pool. #J-18808-Ljbffr