Guest Service Representative

Ontario Trillium Foundation; Austin (TX); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Competitive hourly pay with incentives

Vacation / Sick / Holiday Pay

Health/Vision/Dental Insurance

Life / STD Insurance

401k

Employee Discounts

Employee Assistance Program

Opportunities for growth

Job summary

Hampton Inn & Suites Columbus Scioto Downs is seeking a Guest Service Representative to manage front desk interactions, registrations, and payments, delivering friendly, efficient service to guests.

The role emphasizes strong English communication, the ability to multitask in a fast-paced environment, and ownership of guest experiences, with opportunities for career growth within Vista Host Management & Development.

Qualifications

• Must be able to communicate effectively in English, both written and spoken.
• Ability to stand for extended periods and lift up to 20 lbs.
• Work independently and manage tasks without supervision.

Responsibilities

• Provide exceptional customer service to all hotel guests, ensuring a comfortable stay.
• Greet, register, issue keys, and assign rooms in a friendly manner.
• Answer and route phone calls and respond to guest inquiries.
• Process payments and manage reservations via phone, computer, and written communication.
• Maintain lobby and front desk area cleanliness and organization.
• Update shift logs to ensure clear communication between shifts.
• Assist other departments as needed.

Skills

English communication

Job description

POSITION TITLE: Guest Service Representative

REPORTS TO: Guest Service Manager / Assistant General Manager / General Manager

ABOUT HAMPTON INN & SUITES COLUMBUS SCIOTO DOWNS

The Hampton Inn & Suites Columbus Scioto Downs, managed by Vista Host Management & Development Company, is located adjacent to the popular Scioto Downs Racino, offering easy access to gaming, dining, and live entertainment. With over 80 modern guest rooms and suites, the property provides guests with amenities such as complimentary hot breakfast, free Wi-Fi, and an indoor pool. Its convenient location just south of downtown Columbus makes it a perfect choice for business travelers, tourists, and gaming enthusiasts alike.

POSITION SUMMARY

The Guest Service Representative is responsible for all guest interactions at the front desk, including registration, departure processing, and communication of hotel services. This role requires a high level of customer focus, providing an opportunity for an engaging and outgoing personality to create positive guest experiences. Duties also include processing payments and responding to guest inquiries, while following all procedures set by management.

WHO IS THIS POSITION FOR?

• Enjoys engaging with guests and has a friendly, outgoing personality.
• Has strong communication skills and a passion for delivering excellent customer service.
• Is adaptable, able to handle multiple tasks, and can maintain a positive attitude in a fast-paced environment.
• Takes ownership of guest experiences, ensuring they are pleasant and accommodating.

WHY JOIN OUR TEAM?

• Competitive hourly pay with opportunities for performance-based incentives.
• Vacation / Sick / Bereavement / Holiday Pay.
• Health/Vision/Dental Insurance.
• Life / STD Insurance.
• 401k.
• Employee Discounts (Brand Hotels & Company Hotels).
• Free, Third-Party Employee Assistance Program (personal and professional).
• Opportunities for growth within Vista Host’s expanding portfolio.

DUTIES AND RESPONSIBILITIES

• Provide exceptional customer service to all hotel guests, making their stay as comfortable and enjoyable as possible while achieving team and brand goals.
• Perform quality assurance (QA) requirements for the front office department.
• Ensure compliance with hotel policies, procedures, and relevant ordinances regarding personnel, security, cash handling, guest relations, and safety.
• Remain highly visible and readily available for guests, taking initiative to offer assistance or answer questions.
• Adhere to hotel credit policies, including credit card authorization, direct bill accounts, cash payments, and incidental deposits.
• Manage guest complaints, taking ownership to resolve issues and ensure superior guest satisfaction.
• Greet, register, suggestively sell (and upsell), issue room keys, and assign rooms in a friendly and efficient manner.
• Provide information about the hotel, amenities, local dining, attractions, and travel directions.
• Accurately check out guests and communicate departures to housekeeping.
• Make, confirm, and cancel reservations via telephone, computer, and written communication.
• Answer and route internal and external phone calls in a friendly manner, following prescribed procedures.
• Update the shift-to-shift log regularly to ensure clear communication between shifts.
• Maintain cleanliness and organization of the hotel lobby, coffee stations, and front desk area.
• Assist other departments as needed and perform other related duties as assigned.

POSITION REQUIREMENTS

• Must be able to communicate effectively in English, both written and verbally.
• Must be able to stand for extended periods.
• Must be able to lift up to 20 lbs.
• Ability to work independently and manage tasks without supervision.