Guest Service Representative

The Guest Service Representative provides welcoming, efficient, and solution-focused service for hotel guests. Reporting to the Guest Services Manager, this role partners with the Front Office team and other departments to support smooth check-ins, accurate transactions, and responsive guest communication at The Drake Oak Brook Hotel in Oak Brook, IL (onsite).

Job Responsibilities

• Check guests in while ensuring proper credit is received, special requests are documented and fulfilled, and accurate guest information is confirmed.
• Coordinate with all departments regarding in-house VIPs and any special needs.
• Complete guest transactions thoroughly and accurately.
• Maintain an up-to-date working knowledge of hotel amenities and special events.
• Promote and sell special hotel programs, special rate packages, and upgrades when appropriate.
• Maintain professional interactions with team members and assist other departments with necessary information.
• Be knowledgeable of all emergency procedures and hotel policies.
• Maintain the house bank and handle checks and cash in accordance with hotel policies and procedures.
• Communicate pertinent information to managers and supervisors.
• Follow established procedures for posting, charges, cashing checks, safe deposits, and refunds.
• Solicit guest feedback through guest comment cards.
• Answer the telephone professionally and assist guests with questions and directions to the property.

Required Qualifications

• Ability to speak, read, write, and understand the primary language(s) used in the workplace.
• Strong communication skills, both verbal and written.
• Mathematics skills for basic computations and knowledge of Microsoft Office programs.
• Availability to work mornings, evenings, weekends, and holidays.
• Organizational skills, including follow-through, problem solving, and communication.
• Ability to stand and walk for hours at a time.
• Ability to lift up to 15 pounds occasionally.
• Ability to grasp, write, stand, sit, walk, bend, climb, listen and hear, and maintain visual acuity.
• High school or equivalent education required.

Preferred Qualifications

• Previous cash-handling experience.
• Driver’s License.

Experience

• Hotel Experience: 1 year (Required)
• Customer Service: 1 year (Required)

Language

• English (Required)

Work Location and Type

• Work location: In person
• Job type: Part-time

Schedule Preferences

• Day Shift: Preferred
• Night Shift: Preferred

Compensation

From $17.00 per hour

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Technology

• Microsoft Office