Guest Service Representative

Company Overview

The Hampton Inn & Suites Rochester-North is a contemporary 3-star hotel located at 2870 59th Street NW, Rochester, Minnesota 55901, situated about 5.5 miles north of downtown and the Mayo Clinic. It features an indoor pool, free hot breakfast, and a complimentary area shuttle to key Mayo Clinic facilities.

Job Overview
Guest Service Representatives are often the first in-person contact for hotel guests and support the realized and unrealized needs of guests throughout the hospitality experience. Serving as a brand liaison, Guest Service Representatives are engaging, attentive, service-oriented, and take a creative approach to problem solving. The primary responsibility of a Guest Service Representative is to deliver and exceed guest expectations, execute brand service standards, resolve challenges, and maintain excellent communication with guests, peers, and supervisors.

Core Responsibilities

• Welcome arriving guests and complete the hotel’s arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.
• Engage in purposeful communication and build rapport with guests, creating an open dialogue to uncover guest expectations and unrealized needs.
• Effectively engage with guests through phone or electronic communication consistent with hotel brand standards to ensure guest satisfaction.
• Promote hotel brand loyalty programs, encourage guest participation, and offer special rate packages and upgrades when appropriate.
• Effectively communicate with hotel departments to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.
• Listen to guests and empathize with their challenges. When necessary, solicit guest feedback and act on guests concerns.
• Always maintain professionalism consistent with hotel brand and company expectations.
• Know and communicate hotel emergency procedures; inform and assist guests in emergencies.
• Use hotel communication log and verbal or electronic means to notify fellow associates and/or supervisors of pertinent information.
• If applicable, maintain balance and security of house bank and accurately log all transactions.
• Local Expertise: Act as a local guide by providing directions and recommendations regarding dining, shopping, and entertainment.
• Safety & Security: Maintain guest privacy, follow established safety and emergency procedures, and secure valuables.

Qualifications

• Education: High School diploma or equivalency education certificate required
• Experience: 2 years of customer service experience, preferably in Hospitality or related industry
• Soft Skills: Strong communication, active listening, problem-solving, and the ability to multitask in a fast-paced environment.
• Technical Skills: Basic computer skills and the ability to learn hotel management software.
• Physical Demands: Must be able to stand for extended periods, walk, and occasionally lift or move up to 50 pounds.

Work Environment & Schedule

• Flexibility: Requires open availability, including weekends, holidays, and rotating AM/PM shifts depending on hotel needs.
• Team Collaboration: Requires close coordination with the housekeeping, maintenance, and food & beverage teams to ensure a flawless guest experience

Join us as a Guest Service Representative and be part of a dynamic team dedicated to delivering outstanding hospitality! Your enthusiasm will help ensure every guest leaves with a positive impression.

Pay: $16.00 - $17.00 per hour

Work Location: In person

Benefits:

Salary : $16 - $17