Search 23,730 current hospitality jobs

Guest Service Representative

Posted January 19, 2023

Hilton Garden Inn Louisville Downtown
Louisville, KY
Apply Now Save this job
the smiling face of hospitality...front and center

About This Job

What's in it for you…

  • Hotel discount at locations worldwide!
  • Paid time off and holiday pay incentives!
  • Professional development and promotion opportunities!
  • 401(k) available for all associates!
  • Full benefit options available for full-time associates!
    • Health benefits kick in Day 1!

About this job...

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.

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.

Requirements...

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

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.

Apply Now Save this job

About this Employer

Hilton Garden Inn Louisville Downtown

350 West Chestnut Street
Louisville, KY 40202

(502) 584-5175

Managed By

Downtown Louisville Hotel with Outdoor Rooftop Restaurant

Set in the heart of downtown Louisville, the Hilton Garden Inn Louisville Downtown hotel is the only downtown venue with an outdoor + indoor rooftop restaurant and bar, 8UP. For a unique feel that combines stunning views, seasonal cocktails and a bourbon-infused menu, take the elevator to the 8th floor to 8UP Elevated Drinkery & Kitchen and find a myriad of food and fun celebrating the spirit of Louisville.

Our hotel is within walking distance to over 50 Louisville restaurants and steps away from the dining and entertainment on 4th Street Live!, Mercury Ballroom, Louisville Palace and the Kentucky International Convention Center. Connected to the hotel is the Henry Clay, a hip and historic venue with 20,000 sq. ft. of event space with lots of windows, ornate molding and elegant chandeliers.

Feel at home in our spacious guest rooms, equipped with complimentary WiFi, a 42-inch LCD flat-screen TV, mini-refrigerator, microwave and a large desk with ergonomic chair. Ideal for corporate travelers, the hotel offers executive suites, catering services, complimentary WiFi and a 24-hour business center. Maintain your workout routine in our state-of-the-art fitness center or enjoy complimentary access to the nearby YMCA pool. Pamper yourself in one of our Whirlpool Suites.