Guest Service Representative / Front Desk Agent

Additional InformationJob Number 24188167Job Category Rooms & Guest Services OperationsLocation Hotel Indy Indianapolis a Tribute Portfolio Hotel, 141 East Washington Street, Indianapolis, Indiana, United States, 46204VIEW ON MAP (https://www.google.com/maps?q=Hotel%20Indy%20Indianapolis%20a%20Tribute%20Portfolio%20Hotel%2C%20141%20East%20Washington%20Street%2C%20Indianapolis%2C%20Indiana%2C%20United%20States%2C%2046204)Schedule Full TimeLocated Remotely? NPosition Type Non-ManagementAdditional Information: This hotel is owned and operated by an independent franchisee, First Hospitality. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.What's in it for you…Insurance enrollment available from DAY 1!Paid time off available from DAY 1!Holiday pay available from DAY 1!401(k) enrollment after 30 days!Hotel and travel discounts at worldwide destinations!Professional development and promotion opportunities!About this jobGuest Service Representatives/Front Desk 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.

RequirementsExperience & 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.This company is an equal opportunity employer.frnch1