Guest Service Representative

Guest Services Representative – Job Description

Our Guest Services Representatives are the heart of the hotel - the friendly faces who welcome guests, make them feel at home, and ensure their stay is smooth from start to finish. If you enjoy helping people, staying organized, and being part of a supportive, upbeat team, this role is a great fit.

As a GSR, you’ll greet guests with warmth, assist with check-ins and check-outs, answer questions, and provide exceptional service with a smile. You’ll work closely with housekeeping, maintenance, and management to keep the hotel operating smoothly and to help every guest feel valued and cared for.

This role is perfect for those who enjoy a blend of customer service, problem-solving, and teamwork in a positive hospitality environment.

What You’ll Do

• Welcome every guest with a warm, friendly attitude and excellent customer service.

• Assist with check-in, check-out, reservations, and room assignments.

• Answer phone calls politely and promptly, offering helpful information and support.

• Provide guests with information about hotel services, amenities, and local attractions.

• Resolve guest concerns with patience, professionalism, and a “let me help you” attitude.

• Work closely with housekeeping and maintenance to ensure rooms and facilities are ready for guests.

• Maintain a clean, organized, and inviting front desk and lobby area.

• Handle payments, receipts, and documentation accurately and responsibly.

• Follow brand and WHM procedures to ensure a consistent, high-quality experience.

• Support your teammates with positivity and a willingness to help wherever needed.

Every interaction you have with a guest is an opportunity to make their stay memorable - and you’re empowered to deliver that warm, welcoming experience every time.

New Guest Service Representative Compensation Structure

Starting Wage: $14.50 per hour

Timeline

Milestone

Rate

Hire

Entry Rate

$14.50

Day 30

Meet the Bar Assessment

No Increase

Day 60

GWC Assessment

No Increase

Day 90

Guest Service Gold – Golden Opportunities

$14.79

6 Months

AHLA Certified Front Desk Representative

$15.53

9 Months

Guest Service Gold – Making Connections

$15.84

12 Months

Guest Service Gold – Tourism Online Program

$16.16

Year One Compensation Range:

$14.50 - $16.16 per hour

Certification Eligibility Requirements

As part of our standardized Wilson Hospitality certification model, team members must successfully complete:

30-Day Meet the Bar Assessment

• Right Person evaluation
• People Charter / Core Values alignment
• Attendance and reliability
• Coachability and professionalism

60-Day GWC Assessment

• Get It
• Want It
• Capacity to Do It
• Right Seat evaluation

Team members will not become eligible for certification-based pay increases until both assessments have been successfully completed.

Qualifications

Qualifications – Guest Services Representative

• Friendly, approachable personality with a genuine desire to make guests feel welcomed and valued.

• Customer service or hospitality experience preferred, but not required - we are happy to train the right person.

• Strong communication skills, both verbal and written, with the ability to stay calm and professional.

• Reliable and punctual, with dependable transportation and consistent attendance.

• Comfortable using computers, hotel systems, and basic office equipment (training provided).

• Organized and able to multitask, especially during busy times.

• Team player, willing to support coworkers and collaborate across departments.

• Able to stand for extended periods and perform light physical tasks (lifting up to 25 lbs, bending, reaching, etc.).

• Positive attitude, strong work ethic, and a commitment to excellent guest service.

• Professional appearance and demeanor, representing WHM with pride and kindness.

• Legally authorized to work in the United States.