Job Details

Guest Service Representative - Embassy Suites

Company name
Suburban Inns

Grand Rapids, MI, United States

Employment Type


Posted on
Jun 14, 2023

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Guest Service Representative - Embassy Suites

Embassy Suites Grand Rapids Downtown - Grand Rapids, MI - Full Time

​ Embassy Suites Downtown Grand Rapids is a fast-paced, high-energy workplace, with endless opportunities for advancement. Come join the best team in the Hospitality Industry!

* Shift:


* Wage:

Starts at $16.00/hour, based on experience

* Position can be used as a paid


Benefits Include:

Hotel and restaurant discounts

Earned Paid Time Off for ALL Team Members

Insurance (health, vision, dental, life) for full time Team Members

Flexible schedules (dependent on position)

Holiday Pay

8 hours of paid volunteer time per year (must be accredited)

Advancement opportunities

100% paid maternity/paternity or adoption leave for those who qualify for FMLA

Employee Assistance Program (EAP) through Pine Rest (3 free counseling visits, online library, and access to legal, financial and elder care consultations)

Position Summary:

Responsible for providing strong sales techniques and excellent guest service, according to Suburban Inns’ Core Values and Hilton standards, as well as going above and beyond to ensure that guests are 100% satisfied

Essential Functions:

Greet all guests in a friendly, positive manner. Ask questions of guests and make personal connections to make them feel they are welcome and valued

Sell the property according to the Suburban Inns sales standard

Gather the appropriate data from each guest, from address information to credit cards and signatures

Follow the shift checklists each day, completing every task in order to ensure smooth and efficient hotel operations

Record any special needs or requests and unique occurrences throughout the shift in Quore. Communicate any unordinary occurrences to the next shift

Complete any required emergency trained needed according to Suburban Inns and Hilton’s standards, with documentation of training being completed. Stay knowledgeable of all emergency procedure and aware of how to handle each situation.

Maintain a neat and clean workspace at the front desk and adjacent areas

Perform property walk-arounds as needed throughout the shift, and address all issues encountered. All trash, used towels, room service trays, etc. must be picked up. Keep eyes open for any and all safety and security issues. Report any problems to the appropriate department and General Manager

Responsible for the settlement and reconciling of guest accounts and paperwork

Balance cash drawer and make appropriate cash drops

Provide excellent guest service:

Supply information to guests regarding hotel policies, services, and amenities

Respond to guest requests for assistance and information on the surrounding areas, such as directions, dining, and entertainment

Handle all guest concerns and be able to problem solve in a tactful, professional manner

Maintain open lines of communication between all departments within the hotel

Follow all Suburban Inns Processes

Exhibit regular and recurrent attendance records

Other duties as requested by management

Position Requirements:

Minimum Knowledge: Requires ability to interpret/extract information and/or perform arithmetic functions. May require typing, basic computer knowledge, record keeping, or word processing. Good communication skills

Formal Education and Job-Related Experience:

This position requires a minimum formal education of a high school diploma or equivalent related experience.

License, Training, and/or Certification Required: CPR Training (may be completed upon hire).

Work Schedule: Work regularly requires or varies between day, evening, night, holiday, or weekend assignments. Schedule varies according to business demands and needs

Required Travel: Position does not require travel to other Suburban Inns properties, client locations, or other locations. Work is completed on property

Uniform and Appearance Guidelines:

Uniform: Uniform and name tag provided. Close-toed, non-slip shoes are the responsibility of the Team Member.

Appearance: Hair must be kept well-groomed. All facial piercings and tattoos that are not covered by a work uniform must be approved by management. Any tattoo that is deemed offensive to co-workers, guests, vendors or others in the workplace based on racial, sexual, religious, ethnic, or other characteristics or attributes of a sensitive or legally protected nature are not permitted and must remain covered or concealed at all times. This policy will be administered by the position’s supervisor, without regard to race, religion, age, sex, national origin, disability, height, weight, genetics, familial status, veteran status, and other protected characteristics. The Vice President of Hotel Operations has the authority to veto any decision made by the position’s supervisor.

Company info

Suburban Inns

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