Hotel discounts, free parking, 401(k) matching, eligible for benefits
Posted July 28, 2022Renaissance Toledo Downtown Hotel
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.
Style and substance blend seamlessly at Renaissance Toledo Downtown Hotel. We provide a prime waterfront location and complimentary shuttle service to attractions within a 3-mile radius. Make new memories when you visit Huntington Center, SeaGate Convention Centre and the Toledo Museum of Art. When you're not exploring the area, settle into the upscale surroundings of our rooms and suites. We boast plush bedding, 55-inch flat-screen TVs and 24-hour room service. Many of our accommodations also feature river or city views. Check out our rooftop bar, The Heights, for unbeatable vistas and custom cocktails. Our restaurant, Brim House, serves hearty fare for all meals. Traveling for business? Our 13 event spaces provide modern settings for your professional meeting. Utilize our available catering services for your special occasion. Before your stay is complete, get in an invigorating workout at our fitness center. From start to finish, experience four-star amenities at Renaissance Toledo Downtown Hotel.