Guest Service Representative

Guest Service Representative

Hampton Inn Tuscaloosa - University - Tuscaloosa, AL 35404

Overview

Position Type Full-Time/Part-Time Job Shift Any Category Hospitality - Hotel

Description

Our Guest Services Representatives are the friendly, welcoming heartbeat of our hotel. As the first and last point of contact for our guests, you play a major role in creating the warm, memorable experience Wilson Hospitality is known for.

This position is perfect for someone who enjoys helping others, staying organized, and being part of a supportive team. Your kindness, professionalism, and positive attitude help set the tone for each guest's stay.

What You'll Do (Essential Responsibilities)

Guest Service & Hospitality

• Greet every guest with a warm smile and friendly attitude—making them feel truly welcome.
• Assist guests with check-ins, check-outs, room assignments, and general questions.
• Answer phone calls promptly, professionally, and helpfully.
• Offer information about hotel amenities, local attractions, and services.
• Handle guest concerns with patience, care, and a commitment to 100% satisfaction.

Front Desk Operations

• Process payments, authorizations, receipts, and required documentation with accuracy.
• Maintain the cleanliness and organization of the front desk and lobby area.
• Follow brand standards and hotel procedures to ensure consistent, high-quality service.
• Assist with daily reports, logs, and communication to other departments.
• Support the morning, mid, or evening front desk shifts as scheduled.

Teamwork & Communication

• Partner with housekeeping, maintenance, and management to ensure smooth guest experiences.
• Communicate room statuses, guest needs, and special requests clearly and effectively.
• Assist teammates during busy times or when someone needs help—being a positive, dependable presence.

Other Responsibilities

• Restock the front desk with supplies, brochures, and materials as needed.
• Help keep the lobby welcoming: tidy, organized, and guest-ready.
• Support any additional duties assigned by management.

Your mission is simple: help guests feel cared for, appreciated, and completely at home.

Qualifications

• Friendly, approachable personality with a genuine desire to help others.
• Strong communication skills , both verbal and written.
• Customer service or hospitality experience is helpful —but not required; we train great attitudes!
• Reliable and punctual , with consistent attendance and dependable transportation.
• Comfortable using computers , email, and willing to learn hotel systems.
• Able to stay organized and multitask in a busy environment.
• Team player , willing to support coworkers and build a positive work environment.
• Professional and polished appearance , representing WHM with kindness and excellent attitude.
• Physically able to stand for long periods and lift up to 25 lbs when needed.
• Calm under pressure , able to handle guest concerns with patience and care.
• Legally authorized to work in the United States.