Guest Service Representative

Job Description

Guest Service Representative – Graduate by Hilton State College

Collegiate Hotel Group® is actively seeking a passionate and dedicated Guest Service Representative to enrich the team at Graduate by Hilton State College. This role is perfect for individuals who embody the spirit of hospitality and are eager to contribute to a brilliant guest experience.

Job Duties and Responsibilities:

• Greets guests upon arrival, emphasizing personal recognition in a warm and authentic manner.
• Reviews the daily arrival list and assists in preparing, assembling, and delivering welcome amenities.
• Escorts VIP guests to their rooms and facilitates their check-in process prior to arrival.
• Answers the telephone within three rings with a welcoming tone, providing information or transferring calls as necessary.
• Responsible for managing an issued bank; counting it accurately at the beginning and end of each shift.
• Ensures all cash drops adhere to proper cash handling procedures and reports any cash over/shorts to management promptly.
• Maintains a clean and organized front desk area at all times.
• Assists with lobby activations as needed to enhance guest experience.
• Utilizes proper procedures when handling guest Personally Identifiable Information (PPI) data.
• Understands and effectively communicates the key elements of a Graduate Arrival experience.
• Follows through on guest requests and takes ownership of their resolution.
• Resolves guest complaints professionally and efficiently to ensure guest satisfaction.
• Actively participates in the Front Desk upsell program to maximize revenue.
• Always retrieves necessary identification documents and forms of payment upon guest arrival.
• Performs other duties as assigned by management.

Education and Experience:

• Prior Customer Service Experience is required.
• High School Diploma/GED is a minimum educational requirement.

Knowledge, Skills, and Abilities:

• Basic computer skills are essential.
• Ability to communicate effectively both verbally and in writing.
• Demonstrated ability to exceed the expectations of guests and team members.
• Excellent time management skills for efficient task completion.

Benefits and Perks:

• Daily Pay: Access your earnings today!
• Health & Wellness: Free telemedicine and virtual mental health care access for all team members starting day one.
• Insurance Options: Multiple health insurance and life insurance options available.
• Retirement Planning: 401k plan with company match.
• Time Off: Paid time off for eligible team members and holiday pay/paid holidays.
• Additional Benefits: Pet insurance and Employee Assistance Program.
• Travel Perks: Discounted hotel rooms at various properties.
• Savings: Savings Marketplace discounts on event tickets, electronics, gym memberships, and more!

The hiring process for this position may include a phone interview, manager(s) interview, drug screen, background check, reference checks, and potential employment assessment. This job description serves as a general overview of the benefits and compensation applicable to this position. Paid Time Off (PTO) is available for eligible associates in accordance with the Company’s Paid Time Off policy. Specific compensation and benefit details will be discussed during the interview process.

Collegiate Hotel Group is an Equal Opportunity Employer.