Guest Service Representative

Ontario Trillium Foundation; Tuscaloosa (AL); On-site; USD 17,000 - 22,000; Full time

Benefits offered by this job

Health/Vision/Dental Insurance

Life / STD Insurance

401k

Employee Discounts

Paid time off

Growth opportunities

Job summary

Homewood Suites Tuscaloosa is seeking a Guest Service Representative to handle front desk activities, including registration, departures, and communicating hotel services. This role rewards a friendly, guest-focused approach in a busy hotel setting.

You will greet guests, manage reservations, answer inquiries, process payments, upsell services, and maintain a welcoming lobby. Strong English communication and a proactive attitude are essential to ensuring outstanding guest experiences.

Qualifications

• Excellent customer service mindset and friendly personality.
• Strong communication skills.
• Ability to handle multiple tasks in a fast-paced environment.
• Fluent English communication (written and spoken).

Responsibilities

• Provide exceptional guest service at the front desk.
• Register and check out guests; manage reservations.
• Answer calls and route inquiries per procedures.
• Manage payments and follow hotel credit policies.
• Maintain front desk area and lobby cleanliness.
• Assist other departments as needed.

Skills

Guest service

Communication

Adaptable

Positive attitude

Ownership

Job description

POSITION TITLE:

Guest Service Representative

REPORTS TO:

Guest Service Manager / Assistant General Manager / General Manager

ABOUT HOMEWOOD SUITES TUSCALOOSA

The Homewood Suites Tuscaloosa, managed by Vista Host Management & Development Company, is located near the University of Alabama, providing easy access for families,

alumni, and business travelers.

With all-suite accommodations, a complimentary breakfast, and an outdoor pool, the hotel is perfect for extended stays in the Tuscaloosa

area.

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.