Guest Service Representative

Vista Host Hotels Management & Development; Tuscaloosa (AL); On-site; USD 16,531 - 24,796; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

Life insurance

401k

Employee discounts

EAP (Employee Assistance Program)

Paid time off

Job summary

The Homewood Suites Tuscaloosa, managed by Vista Host Management & Development Company, seeks a Guest Service Representative to handle front desk interactions, registration, departures, and guest communications with a friendly, outgoing demeanor.

Responsibilities include processing payments, answering inquiries, updating logs, greeting and assisting guests, and upselling services while following hotel policies.

Qualifications

• Must 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.

Responsibilities

• Provide exceptional customer service to all hotel guests, making their stay comfortable and enjoyable.
• Process registrations and departures; manage payments and guest requests.
• Maintain lobby and front desk area; update shift-to-shift logs; answer calls and route inquiries.

Skills

Customer service

Communication

English proficiency

Physical endurance

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.

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.