Guest Services Representative

2 days ago

Tuscaloosa, AL, United States ROSEWOOD LODGING COMPANY LLC Full time
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.

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