Posted June 8, 2021
the smiling face of hospitality...front and center
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.
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.
Experience & Education:
2+ years of customer service experience, preferably in Hospitality or related industry
High School diploma or equivalency education certificate required
8+ hours per day at standing desk/computer; stand and walk frequently throughout the workday
Lift, lower, and maneuver up to 30 pounds occasionally
Managed by First Hospitality
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.
121 Room Hotel
The Hyatt Place South Bend/Mishawaka, Indiana hotel is ideally situated minutes from one of the most popular area landmarks, the University of Notre Dame. Our South Bend hotel's close proximity to the University makes it easy to catch a football game at Notre Dame Stadium or attend one of the many hosted seminars. During your visit to South Bend Indiana enjoy shopping at the University Park Mall and a sampling of over 10 restaurants within half a mile of the Hyatt Place hotel.
Excellent service combined with the conveniences of home make Hyatt Place a popular choice among local hotels. Enjoy complimentary hot breakfast served daily and stay connected with free wifi throughout the hotel. Order freshly prepared meals or sip your favorite specialty coffee beverage 24/7 in our Gallery.
Nearby attractions include the Studebaker Museum, the Morris Performing Arts Center, Healthworks Kids’ Museum and the Snite Museum of Art. For sports enthusiasts, our South Bend hotel is accessible to the Ice Box and Compton Ice Arenas home to a variety of hockey tournaments. The Hyatt Place South Bend/Mishawaka is also within close proximity to Saint Mary’s College and Bethel College. Business travelers appreciate our central location to top businesses including Edison Lakes Corporate Park, Bayer Corporation, Liberty Mutual, Northwestern Mutual, AM General, and St. Joe’s Medical Center.