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Guest Services Representative

2 months ago

Rockford, Illinois, United States Hilton Garden Inn Rockford Full time


Are you enthusiastic about delivering exceptional service and creating memorable experiences for guests? If so, the role of Guest Services Representative at Hilton Garden Inn Rockford may be the perfect opportunity for you. In this position, you will be the first point of contact for our guests, managing their reservations and ensuring a seamless check-in and check-out process.


Key Responsibilities:

  • Handle room reservations through various channels, including in-person, online, and phone inquiries, while addressing guests' needs and providing information about room availability, amenities, rates, and loyalty programs.

Account Management:
Maintain accurate and current guest account information to ensure a smooth experience for all visitors.

  • Greet each guest warmly, facilitate their check-in and check-out, and ensure they receive the correct room keys and information.
  • Address customer concerns and complaints with professionalism and empathy.
  • Collaborate with housekeeping to guarantee that rooms are prepared and ready for incoming guests.

Qualifications:

  • Strong organizational, time management, and customer service skills.
  • High school diploma or equivalent required.
  • Familiarity with Microsoft Office and reservation management software.
  • Experience in handling phone inquiries and managing challenging situations.
  • Preferred: 1+ year of experience in the hospitality industry or a related field.