Guest Service Representative

### ***the smiling face of hospitality...front and center*** #### **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...** #### *