Guest Services Representative

DESCRIPTION

POSITION TITLE: Guest Service Representative

REPORTS TO: Guest Service Manager / General Manager

At Homewood Suites by Hilton Austin Tech Ridge, we're committed to providing genuine hospitality and making every guest feel at home. Our all-suite hotel offers spacious accommodations, complimentary hot breakfast, evening socials, and thoughtful amenities designed for both business and leisure travelers.

As part of the Hilton family, we take pride in delivering exceptional guest service while fostering a positive, supportive, and team-oriented work environment. We believe in recognizing hard work, investing in our team members' growth, and creating opportunities to learn and advance within one of the world's leading hospitality brands.

If you're passionate about helping others, enjoy working in a fast-paced environment, and want to be part of a team that values hospitality, teamwork, and excellence, we'd love to meet you.

POSITION SUMMARY

The Guest Service Representative serves as the primary point of contact for guests throughout their stay and plays a critical role in delivering exceptional hospitality experiences. This position is responsible for guest check-in and check-out procedures, responding to guest requests, coordinating with hotel departments, and ensuring smooth front desk operations.

Successful candidates bring a strong service mindset, attention to detail, and the ability to create welcoming and memorable guest interactions while following established hotel policies and Hilton brand standards.

WHO IS THIS POSITION FOR?

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

• Enjoys interacting with people and creating positive guest experiences

• Communicates clearly and professionally with guests and team members

• Thrives in a fast-paced environment and can manage multiple priorities

• Takes ownership of guest concerns and works proactively to resolve issues

• Demonstrates reliability, professionalism, and a strong team mindset

WHY JOIN OUR TEAM?

• Competitive hourly pay with opportunities for advancement

• Vacation / Sick / Bereavement / Holiday Pay

• Health, Vision, and Dental Insurance

• Life and Short-Term Disability Insurance

• 401(k) Retirement Plan

• Employee travel discounts at Hilton and Vista Host properties

• Employee housing may be available for eligible team members

• Complimentary Employee Assistance Program (personal and professional support)

• Opportunities for career growth within Vista Host's expanding portfolio

DUTIES AND RESPONSIBILITIES

• Deliver exceptional guest service while creating a welcoming and professional first impression of the hotel

• Greet guests, complete check-in and check-out procedures, issue room keys, and assign rooms accurately and efficiently

• Provide information regarding hotel amenities, services, and local attractions in the Yellowstone region

• Process payments, verify credit authorizations, and follow hotel cash-handling and credit policies

• Respond promptly and professionally to guest requests, concerns, and service issues

• Coordinate with housekeeping, maintenance, and other departments to ensure guest needs are met

• Maintain accurate guest records and reservations in the property management system

• Answer and route internal and external phone calls according to hotel standards

• Maintain organized shift logs to ensure clear communication between shifts and departments

• Support quality assurance standards for front office operations and Hilton brand requirements

• Maintain cleanliness and organization of the front desk, lobby, and guest coffee areas

• Assist with reservations, modifications, and cancellations through phone, online, and in-person channels

• Take ownership of guest recovery situations and ensure concerns are resolved to the guest's satisfaction

• Assist other departments as needed and perform additional duties as assigned

POSITION REQUIREMENTS

• Must be able to communicate effectively in English, both verbally and in writing

• Prior customer service, hospitality, retail, tourism, or guest-facing experience preferred but not required

• Ability to stand for extended periods during shifts

• Ability to lift up to 20 pounds occasionally

• Ability to work independently while maintaining strong teamwork with other departments

• Must be able to work evenings, weekends, and holidays as required by hotel operations

EQUAL OPPORTUNITY EMPLOYER

Vista Host Management & Development Company is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

REQUIREMENTS

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.