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Guest Service Representative

Posted January 9, 2022

The Drake Oak Brook, Autograph Collection
Oak Brook, IL
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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: 

  • 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

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.

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About this Employer

The Drake Oak Brook, Autograph Collection

2301 York Road
Oak Brook, IL 60523

(630) 571-0000

84 Room Hotel

www.marriott.com

Managed By

LOSE YOURSELF IN HISTORY AND LUXURY AT OUR OAK BROOK HOTEL

Follow in the footsteps of Chicago icons and reserve a hotel room at The Drake Oak Brook, Autograph Collection. A beacon of style and class since the 1960s, our hotel is located in the Chicago suburb of Oak Brook, easily accessible from O’Hare and Midway airports. A sense of grandeur marks your arrival at the hotel as you’re greeted by sumptuous furnishings and impressive artwork. After check-in, explore attractions like the Brookfield Zoo or Oakbrook Center shopping—or immerse yourself in the energy of downtown Chicago. Upon your return, relax in luxury hotel accommodations appointed with superb bedding and modern features, followed by a session in the fitness center. Dinner options include our signature Colonial Room or cocktails and bar fare at Polo Lounge. Meeting and wedding guests appreciate our elegant, European-inspired event spaces. Our motto is Ubi Tempus Quietus, or “where time rests.” So travel to a bygone era of refinement during a stay at our renowned hotel in Oak Brook, Illinois.