Guest Service Representative

Interstate Lodging Co Llc; Tuscaloosa (AL); On-site; USD 20,000 - 22,000; Full time

Job summary

Interstate Lodging Co Llc in Tuscaloosa, AL is seeking a Guest Services Representative to be the welcoming face of our hotel. You will handle check-ins/check-outs, answer questions, provide local recommendations, and ensure a smooth, positive guest experience from arrival to departure.

You’ll work closely with housekeeping, maintenance, and management to keep front desk operations organized, handle payments accurately, and maintain a clean, inviting lobby.

Qualifications

• Friendly, approachable personality with a genuine desire to make guests feel welcomed and valued.
• Strong communication skills, both verbal and written, with the ability to stay calm and professional.
• Reliable and punctual with dependable transportation and consistent attendance.

Responsibilities

• Greet guests with a warm, friendly attitude and provide excellent guest service.
• Assist with check-in, check-out, reservations, and room assignments.
• Answer phone calls politely and promptly with helpful information.
• Provide information about hotel services, amenities, and local attractions.
• Resolve guest concerns with patience and professionalism.
• Coordinate with housekeeping and maintenance to prepare rooms and facilities.
• Handle payments, receipts, and documentation accurately.
• Follow brand and WHM procedures to ensure a high-quality experience.
• Support teammates with positivity and willingness to help.

Skills

Customer service

Communication

Punctual

Team player

Tools

Hotel systems

Computers

Job description

Guest Services Representative – Job DescriptionOur Guest Services Representatives are the heart of the hotel — the friendly faces who welcome guests, make them feel at home, and ensure their stay is smooth from start to finish. If you enjoy helping people, staying organized, and being part of a supportive, upbeat team, this role is a great fit.As a GSR, you’ll greet guests with warmth, assist with check-ins and check-outs, answer questions, and provide exceptional service with a smile. You’ll work closely with housekeeping, maintenance, and management to keep the hotel operating smoothly and to help every guest feel valued and cared for.This role is perfect for those who enjoy a blend of customer service, problem-solving, and teamwork in a positive hospitality environment.What You’ll DoWelcome every guest with a warm, friendly attitude and excellent customer service.Assist with check-in, check-out, reservations, and room assignments.Answer phone calls politely and promptly, offering helpful information and support.Provide guests with information about hotel services, amenities, and local attractions.Resolve guest concerns with patience, professionalism, and a “let me help you” attitude.Work closely with housekeeping and maintenance to ensure rooms and facilities are ready for guests.Maintain a clean, organized, and inviting front desk and lobby area.Handle payments, receipts, and documentation accurately and responsibly.Follow brand and WHM procedures to ensure a consistent, high-quality experience.Support your teammates with positivity and a willingness to help wherever needed.Every interaction you have with a guest is an opportunity to make their stay memorable — and you’re empowered to deliver that warm, welcoming experience every time.New Guest Service Representative Compensation StructureStarting Wage: $14.50 per hourTimelineMilestoneRateHireEntry Rate$14.50Day 30Meet the Bar AssessmentNo IncreaseDay 60GWC AssessmentNo IncreaseDay 90Guest Service Gold – Golden Opportunities$14.796 MonthsAHLA Certified Front Desk Representative$15.539 MonthsGuest Service Gold – Making Connections$15.8412 MonthsGuest Service Gold – Tourism Online Program$16.16Year One Compensation Range:$14.50 - $16.16 per hourCertification Eligibility RequirementsAs part of our standardized Wilson Hospitality certification model, team members must successfully complete:30-Day Meet the Bar AssessmentRight Person evaluationPeople Charter / Core Values alignmentAttendance and reliabilityCoachability and professionalism60-Day GWC AssessmentGet ItWant ItCapacity to Do ItRight Seat evaluationTeam members will not become eligible for certification-based pay increases until both assessments have been successfully completed.Qualifications – Guest Services RepresentativeFriendly, approachable personality with a genuine desire to make guests feel welcomed and valued.Customer service or hospitality experience preferred, but not required — we are happy to train the right person.Strong communication skills, both verbal and written, with the ability to stay calm and professional.Reliable and punctual, with dependable transportation and consistent attendance.Comfortable using computers, hotel systems, and basic office equipment (training provided).Organized and able to multitask, especially during busy times.Team player, willing to support coworkers and collaborate across departments.Able to stand for extended periods and perform light physical tasks (lifting up to 25 lbs, bending, reaching, etc.).Positive attitude, strong work ethic, and a commitment to excellent guest service.Professional appearance and demeanor, representing WHM with pride and kindness.Legally authorized to work in the United States.