Guest Service Representative

Wilson Hospitality; Northern (KY); Hybrid; USD 19,000 - 22,000; Full time

Job summary

Wilson Hospitality is hiring a Guest Service Representative at the Holiday Inn Express & Suites Tuscaloosa East – Cottondale, AL. The role requires a high school diploma, strong guest service skills, and the ability to work in a fast-paced hotel environment.

Starting wage is $14.50 per hour with a structured progression: $14.79 at 90 days, and up to $16.16 in year one after completing assessments and certifications.

Qualifications

• High school diploma or equivalent required.
• Ability to speak, read, and write English.
• Basic computer literacy.
• Ability to use calculator, front desk equipment, copier, fax, telephone system, and PMS as assigned.
• Strong communication and guest service skills.
• Ability to follow procedures, checklists and standards.
• Protect confidential information and use sound judgment.
• Reliable attendance and punctuality.
• Legally authorized to work in the United States.

Skills

Guest service

Communication

Time management

Teamwork

Confidential information handling

English proficiency

Education

High school diploma or equivalent

Tools

Property Management System (PMS)

Front desk equipment

Job description

Job Details

Job Location: Holiday Inn Express & Suites Tuscaloosa East - COTTONDALE, AL 35453

Position Type: Full Time

Education Level: High School

Travel Percentage: None

Job Shift: Any

Job Category: Hospitality - Hotel

Qualifications

Required

• High school diploma or equivalent preferred.
• Ability to speak, read, and write English.
• Basic computer literacy.
• Ability to use a calculator, computer, front desk equipment, copier, fax, telephone system, and property management system as assigned.
• Strong communication and guest service skills.
• Ability to follow procedures, checklists, and established standards.
• Ability to protect confidential information and use sound judgment.
• Reliable attendance and punctuality.
• Ability to work alone or with others. [
• Legally authorized to work in the United States.

New Guest Service Representative Compensation Structure

Starting Wage: $14.50 per hour

Timeline

• Hire (Entry Rate) – $14.50
• Day 30 – Meet the Bar Assessment – No Increase
• Day 60 – GWC Assessment – No Increase
• Day 90 – Guest Service Gold – Golden Opportunities – $14.79
• 6 Months – AHLA Certified Front Desk Representative – $15.53
• 9 Months – Guest Service Gold – Making Connections – $15.84
• 12 Months – Guest Service Gold – Tourism Online Program – $16.16

Year One Compensation Range: $14.50 - $16.16 per hour

Certification Eligibility Requirements

As part of our standardized Wilson Hospitality certification model, team members must successfully complete:

30-Day Meet the Bar Assessment

• Right Person evaluation
• People Charter / Core Values alignment
• Attendance and reliability
• Coachability and professionalism

60-Day GWC Assessment

• Get It
• Want It
• Capacity to Do It
• Right Seat evaluation

Team members will not become eligible for certification-based pay increases until both assessments have been successfully completed.

Qualifications Recommended Training and Certifications

The following may be required by property, brand, company policy, or assigned development plan:

• Brand-required guest service training.
• Human Trafficking Awareness training.
• CPR/AED training.
• First Aid training.
• AHLA Certified Guest Service Professional or similar guest service certification.
• Guest Service Gold or other approved hospitality service training.

Physical Requirement

The Guest Service Representative must be able to perform the physical requirements of the role, including:

• Frequent standing, sitting, and walking.
• Occasional lifting and bending.
• Ability to lift up to 50 pounds when required.
• Ability to work in a fast-paced, guest-facing hotel environment.
• Ability to maintain professionalism during busy arrival periods, guest complaints, sold-out situations, room delays, and unexpected operational problems.

Job Description Disclaimer

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Revised: July 2026