Guest Service Representative

Job Description

Guest Service Representative | Collegiate Hotel Group®

The Tone:
This is a full-time role at Collegiate Hotel Group®, located in State College, PA. Collegiate Hotel Group manages properties like Graduate by Hilton State College, aiming to provide exceptional hospitality experiences. This role is essential for creating brilliant guest experiences and embodying the spirit of welcome and dedicated service for every visitor.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person, State College, PA

• Mission: Owns the brilliant guest experience by ensuring warm welcomes, efficient service, and professional resolution of requests and complaints.

What You’ll Actually Do
• Guest Experience: Create a warm and authentic arrival experience for all guests, including VIP escorts and amenity delivery.
• Financial Accountability: Manage an assigned cash bank accurately, performing proper cash handling and reporting any discrepancies.
• Guest Support: Efficiently address guest inquiries and requests, ensuring professional resolution and satisfaction.
• Operational Excellence: Maintain an organized front desk, support lobby activations, and protect guest Personally Identifiable Information.
• Revenue Contribution: Actively participate in front desk upsell programs to enhance revenue.

The Must-Haves
• Background: High School Diploma/GED. Early Career with a focus on customer service.
• Experience: Prior Customer Service Experience is required.
• Skills: Basic computer skills, effective verbal and written communication, excellent time management, ability to exceed guest and team member expectations.