Guest Services Representative - Job Description

Department: Guest Services

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 - Guest Services Representative 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.