Guest Service Representative

Vista Host Hotels Management & Development; Orlando (FL); On-site; USD 20,664,000 - 30,307,200; Full time

Benefits offered by this job

Competitive hourly pay

Vacation / Sick / Holiday pay

Health/Vision/Dental Insurance

Life / STD Insurance

401k

Employee discounts

Employee Assistance Program

Growth opportunities

Job summary

Vista Host Hotels Management & Development is seeking a Guest Service Representative for Home2 Suites by Hilton Orlando South Park. The role handles front desk interactions, registrations, and guest inquiries with a focus on delivering outstanding service.

The position emphasizes friendly, outgoing service, the ability to upsell and provide local information, and keeping the front desk organized and efficient in a fast-paced hotel environment.

Qualifications

• Must communicate effectively in English, both written and verbally.
• Ability to stand for extended periods.
• Lift up to 20 lbs.
• Ability to work independently.

Responsibilities

• Provide exceptional customer service to all hotel guests, making their stay comfortable and enjoyable.
• Perform QA requirements for the front office department.
• Ensure compliance with hotel policies, procedures, and safety guidelines.
• Remain highly visible and available for guests, offering assistance proactively.
• Adhere to hotel credit policies, including handling payments and deposits.
• Manage guest complaints and resolve issues to ensure satisfaction.
• Greet, register, issue keys, and assign rooms efficiently.
• Provide information about the hotel, amenities, and local attractions.
• Check out guests and communicate departures to housekeeping.
• Make, confirm, and cancel reservations via phone, computer, and written communication.
• Answer and route calls warmly and follow procedures.
• Update shift logs for clear inter-shift communication.
• Maintain lobby and front desk area cleanliness.
• Assist other departments as needed.

Skills

Customer service

Communication skills

Multitasking

Positive attitude

Job description

POSITION TITLE:

Guest Service Representative

REPORTS TO:

Guest Service Manager / Assistant General Manager / General Manager

About Home2 Suites By Hilton Orlando South Park

The Home2 Suites by Hilton Orlando South Park, managed by Vista Host Management & Development Company, is ideally situated for visitors to the nearby theme parks, shopping, and dining. With spacious suites designed for extended stays, the hotel features amenities such as free breakfast, an outdoor pool, and a 24-hour fitness center, making it a perfect choice for families and business travelers 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?

• The Guest Service Representative role is best suited for someone who:
• 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.

The Vista Host Promise: We will inspire unlimited potential for every Vista Host associate and hotel guest. We will do this by serving all whom we encounter with genuine kindness and exceptional hospitality. With these efforts, we will empower, and always advocate for, every person’s experience to result in their heartfelt desire to return.