Guest Service Representative

As a Guest Service Representative, you serve as the first in-person touchpoint for hotel guests, supporting both immediate and anticipated needs while carrying out hotel brand service standards and assisting with issue resolution.

Key Responsibilities

• Welcome arriving guests and complete the hotel’s arrival and check-in experience, ensuring special requests are fulfilled and guest information is captured accurately.
• Communicate with purpose and build rapport to understand guest expectations and identify unrealized needs.
• Support guest satisfaction through effective phone or electronic communication aligned with hotel brand standards.
• Promote hotel brand loyalty programs and encourage participation, including offering special rate packages and upgrades when appropriate.
• Coordinate with hotel departments to ensure guest needs are delivered timely and accurately, and to resolve challenges effectively.
• Listen to guests, respond with empathy, and solicit feedback when needed. Address concerns and take action based on guest input.
• Maintain professionalism in line with hotel brand and company expectations.
• Know and communicate hotel emergency procedures; inform and assist guests during emergencies.
• Use the hotel communication log and communicate via verbal or electronic channels to notify associates and/or supervisors of relevant information.
• If applicable, maintain balance and security of the house bank and accurately log all transactions.

Required Qualifications

• 2+ years of customer service experience, preferably in Hospitality or related industry.
• High School diploma or equivalency education certificate required.
• Excellent verbal and written communication skills.
• Must be able to speak, read, and write in the primary language used in the workplace.
• Ability to work 8+ hours per day at a standing desk and/or computer, with frequent standing and walking throughout the workday.
• Ability to lift, lower, and maneuver up to 30 pounds occasionally.

Compensation and Location

Location: Columbus, OH (onsite)

Pay: USD 16 per hour

Benefits

• Insurance enrollment available from DAY 1!
• Paid time off available from DAY 1!
• Holiday pay available from DAY 1!
• 401(k) enrollment after 30 days!
• Hotel and travel discounts at worldwide destinations!
• Professional development and promotion opportunities!

About the Role and Team

Guest Service Representatives are often the first in-person contact for guests and support realized and unrealized needs throughout the hospitality experience. In this role, you act as a brand liaison by staying engaging, attentive, service-oriented, and focused on problem solving. The primary focus is delivering and exceeding guest expectations, executing brand service standards, resolving challenges, and maintaining strong communication with guests, peers, and supervisors.

About First Hospitality

First Hospitality is a forward-thinking hotel development, investment, and management company founded in 1985 and based in Chicago. The company’s strategic vision is to create value for all through excellence and an openness to doing things differently. First Hospitality aims to attract and retain a high-performing and diverse workforce where employees’ differences are respected and valued to better meet varying customer needs. The company fosters an inclusive work environment that promotes collaboration, flexibility, and fairness and is an Equal Opportunity Employer.