Hotel Guest Service Ambassador

5 days ago

Ann Arbor, Michigan, United States Schulte Full time
Job Title: Guest Service Representative

Collegiate Hotel Group is seeking a highly skilled Guest Service Representative to join our team at Graduate Ann Arbor. As a key member of our hospitality team, you will be responsible for delivering exceptional guest experiences and ensuring seamless interactions with our guests.

Key Responsibilities:
  • Provide warm and authentic greetings to guests, focusing on personal recognition and creating a welcoming atmosphere.
  • Review arrival lists daily and assist in preparing and delivering welcome amenities to our guests.
  • Escort VIP guests to their rooms and check them in prior to arrival, ensuring a smooth and efficient experience.
  • Answer phone calls within three rings with a smile and respond to guest inquiries in a timely and professional manner.
  • Count and reconcile cash drops at the beginning and end of each shift, ensuring accuracy and adherence to cash handling procedures.
  • Ensure the front desk area is clean and organized, maintaining a high level of professionalism and attention to detail.
  • Assist with lobby activation as needed, contributing to a vibrant and engaging atmosphere.
  • Utilize proper procedures when handling guest PII data, prioritizing confidentiality and security.
  • Communicate key points to ensure a Graduate Arrival experience, exceeding guest expectations and promoting a positive brand image.
  • Follow through on guest requests and resolve complaints in a professional and efficient manner, demonstrating a commitment to customer satisfaction.
  • Participate in the Front Desk upsell program, identifying opportunities to enhance the guest experience and drive revenue growth.
  • Retrieve necessary identification documents and payment information from guests upon arrival, ensuring a smooth and efficient check-in process.
Requirements:
  • Prior customer service experience, with a strong track record of delivering exceptional guest experiences.
  • High school diploma or equivalent, with a focus on customer service and communication skills.
Benefits:
  • Competitive compensation and benefits package, including Daily Pay, telemedicine, and virtual mental health care access.
  • Multiple health insurance and life insurance options, as well as a 401k plan with company match.
  • Paid time off for eligible team members, including holidays and paid vacation time.
  • Pet insurance and Employee Assistance Program, promoting work-life balance and overall well-being.
  • Discounted hotel rooms and access to the Savings Marketplace, offering discounts on event tickets, electronics, and more.

Collegiate Hotel Group is an Equal Opportunity Employer, committed to diversity and inclusion in the workplace. The hiring process may consist of a phone interview, manager(s) interview, drug screen, background check, reference checks, and potential employment assessment. Specific compensation and benefit details will be discussed during the interview process.

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