Guest Service Representative

Job Description

Job Description

Guest Services Representative

Middletown Hotel Management is committed to distinctive quality and unparalleled customer service in all aspects of our business; as part of the team, you will discover that the pursuit of excellence is truly a rewarding aspect of your career! Our major focus for the business is in the Cincinnati, Columbus, and Dayton areas with mid-high levels hotel chains such as Hilton, IHG, and Marriott.

We are excited to see that you are interested to be a part of our progressive team. If you believe that you can contribute to the achievement of our goals and to the bottom line of success and share your commitment to our mission statement, please apply now!

Position Overview

We are looking for a skilled and dependable Maintenance Technician to join the engineering team at Middletown Hotel Management. In this role, you will be responsible for maintaining the hotel's building, grounds, and mechanical systems to ensure uninterrupted daily operations and an outstanding guest experience. If you are a hands-on problem solver who takes pride in keeping things running at their best, we want to hear from you.

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Responsibilities

• Serve as the first point of contact for guest information and inquiries
• Address and document guest concerns accurately in the database
• Achieve amicable resolutions to guest concerns and service recovery situations
• Coordinate with other departments to address and resolve guest needs
• Update and maintain accurate guest records
• Apply creative problem-solving to achieve guest satisfaction
• Complete product knowledge training to confidently answer guest questions
• Promote hotel facilities, amenities, and activities
• Maintain the cleanliness of lobby areas
• Maintain a professional and welcoming demeanor at all times

Qualifications

• Associate's degree in business administration preferred
• 2+ years of experience in a customer service role
• Experience using a multi-line office phone
• Proficiency with computers and office technology
• Proficiency with Microsoft Office applications
• Must be detail-oriented to accurately document guest interactions in the database
• Ability to stand for extended periods
• Exhibits a positive and friendly demeanor in all guest interactions
• Strong listening skills with the ability to address guest concerns and deescalate issues

Middletown Hotel Management is an Equal Opportunity Employer