Posted May 11, 2022TownePlace Suites Des Moines Urbandale
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
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.
The TownePlace Suites Des Moines/Urbandale is an extended-stay hotel located in Johnston, IA. Feel at home in Des Moines with a fully equipped kitchen including a full-size refrigerator, microwave, cooktop, dishwasher, and cookware in each suite. Rooms also feature a large work space with complimentary WiFi and separate spaces for living and sleeping. Start each day off right with a complimentary hot breakfast buffet and take advantage of tea and coffee served throughout the day. Enjoy our indoor pool, 24-hour fitness center, and outdoor BBQ/Picnic area when you're ready to relax. Located in the northern suburbs just off I80/I35 and 86th Street, we are minutes from downtown Des Moines, IA. Our business park location is minutes from restaurants, entertainment, several shopping malls including Jordan Creek Town Center, and the office headquarters for John Deere Credit, DuPont/Pioneer,Rain and Hail Insurance, and Camp Dodge. Stay at the TownePlace Suites Des Moines/Urbandale to experience a wonderful stay.