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First Hospitality seeks to attract and retain a high performing and diverse workforce in which employees’ differences are respected and valued to better meet the varying needs of the diverse customers we serve. Offer Paid Vacation, Paid Holidays, 401-k, Competitive wages.

About This Job

Purpose

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.

Work Performed

  • 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.

Qualifications

Experience & Education: 
  • 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

Managed by First Hospitality under license InterContinental Hotels Group, plc or one of its affiliates.

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.

compensation: $12.00-$13.00

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About this Employer

Holiday Inn Express & Suites Elkhorn - Lake Geneva Area

200 W. O'Connor Drive
Elkhorn, WI 53121

(262) 723-1888

83 Room Hotel

www.ihg.com

Managed By

Our Hotel

Welcome to the brand new Holiday Inn Express Elkhorn-Lake Geneva. We are less than 1 mile from the Walworth County Fair Grounds and a short commute to Lake Geneva. Business travelers will appreciate our short distance to companies including Advocate Aurora Health, Merchy Health, and Pentair while weekend travelers will find our hotel conveniently located near area attractions including Alpine Valley Ski Hill, Geneva National Resort & Club, and the Lake Geneva Ice Castles. Explore the Elkhorn-Lake Geneva areas by attending some popular local festivals and fairs including the seasonal Elkhorn Antique Flea Market, Madison Classics Car Show, the Walworth County Fair, and the Elkhorn Ribfest at Walworth County Fairgrounds. Getting married at Sperino's Monte Carlo Room or Evergreen Country Club soon? Let us help you and your guests rest easy! Our accommodations also offer free Wi-Fi, parking and hot breakfast. Maintain your workout routine at our 24-hour fitness center or go for a swim in our outdoor seasonal pool. Each room is equipped with a microwave, mini-refrigerator, Keurig, numerous plug outlets and in-room safe.