Guest Services Representative (Hilton Garden Inn-Home2 Suites Fort Wayne North)
Job Overview
Employment Type
Full-time
Part-time
Work Schedule
Flexible
Benefits
Competitive wages
Flexible Hours
worldwide hotel discounts
comprehensive training
Employee development opportunities
Positive work environment
growth potential
Job Description
Blue Flame Management is a premier hospitality management company that operates three distinguished hotels on the Northeast side of Fort Wayne, including the Hampton Inn Dupont, Hilton Garden Inn, and Home2 Suites, a dual property location. Known for its commitment to employee satisfaction, Blue Flame Management offers competitive wages and flexible scheduling options ranging from full-time to part-time hours. Employees also benefit from exclusive worldwide hotel discounts, making it one of the best places to work in the hospitality industry. The company prioritizes employee development by providing top-notch training programs designed to support new hires regardless of their previous experience, ensuring they are well-prepared to excel in their roles.
As a Guest Services Representative with Blue Flame Management, you will serve as an essential link between guests and the hotel operations. This role encompasses a wide range of responsibilities, primarily focusing on providing exceptional customer service and managing front desk operations efficiently. You will become proficient in using the Property Management System (PMS), handling reservations, cancellations, group bookings, and processing incoming sales leads. Your ability to address guest complaints or special requests promptly and professionally while adhering to company policies will be crucial in delivering outstanding service and achieving service recovery when necessary.
In addition to day-to-day guest interactions, you will be responsible for monitoring, promoting, reviewing, and providing insights on guest service scores on a weekly and monthly basis, contributing to ongoing quality improvement initiatives. Collaboration with other hotel personnel to resolve operational issues and ensure smooth coordination of property activities is a vital part of this role. The ideal candidate will possess excellent verbal and written communication skills, display strong organizational abilities, and be capable of prioritizing workload efficiently to meet dynamic operational demands. This position offers a rewarding career opportunity with a well-established hospitality group known for its supportive work environment, opportunities for growth, and excellent employee benefits.
As a Guest Services Representative with Blue Flame Management, you will serve as an essential link between guests and the hotel operations. This role encompasses a wide range of responsibilities, primarily focusing on providing exceptional customer service and managing front desk operations efficiently. You will become proficient in using the Property Management System (PMS), handling reservations, cancellations, group bookings, and processing incoming sales leads. Your ability to address guest complaints or special requests promptly and professionally while adhering to company policies will be crucial in delivering outstanding service and achieving service recovery when necessary.
In addition to day-to-day guest interactions, you will be responsible for monitoring, promoting, reviewing, and providing insights on guest service scores on a weekly and monthly basis, contributing to ongoing quality improvement initiatives. Collaboration with other hotel personnel to resolve operational issues and ensure smooth coordination of property activities is a vital part of this role. The ideal candidate will possess excellent verbal and written communication skills, display strong organizational abilities, and be capable of prioritizing workload efficiently to meet dynamic operational demands. This position offers a rewarding career opportunity with a well-established hospitality group known for its supportive work environment, opportunities for growth, and excellent employee benefits.
Job Requirements
- high school diploma or equivalent
- availability to work flexible hours including weekends and holidays
- basic computer skills
- customer-oriented attitude
- previous experience in hospitality or customer service preferred
- ability to handle stressful situations calmly
- strong attention to detail
Job Qualifications
- excellent verbal and written communication skills
- strong organizational skills
- ability to prioritize work effectively
- experience in customer service or hospitality preferred but not required
- familiarity with property management systems beneficial
- teamwork and interpersonal skills
- problem-solving abilities
Job Duties
- proficiently use the property management system for reservations cancellations and group bookings
- handle incoming sales leads efficiently
- address guest complaints and special requests within policies
- offer exceptional guest service and service recovery
- monitor and analyze guest service scores regularly
- collaborate with property personnel to resolve operational issues
- coordinate property activities to ensure seamless operations
Job Criteria
Experience
No experience required
Job Location
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