What are the responsibilities and job description for the Guest Service Representative position at Hampton?
Company Description Hampton, including Hampton Inn, Hampton Inn & Suites, and Hampton by Hilton, is a leading brand in the upper-midscale hotel segment and part of Hilton Worldwide’s global hospitality portfolio. With more than 2,700 properties in 32 countries, Hampton is known for its warm surroundings, friendly service culture, and “Hamptonality,” all backed by a 100% Satisfaction Guarantee. Guests enjoy high-quality accommodations, in-room conveniences, and modern technology designed to support comfort and productivity. Consistent offerings and convenient locations have made Hampton one of the fastest-growing hotel brands and a preferred choice for both business and leisure travelers. Candidates can learn more about the brand and career opportunities through Hampton’s websites and social media channels.
Role Description The Guest Service Representative is a full-time, on-site role based at our Hampton property in Mobile, AL. In this position, you will serve as the primary point of contact for guests, providing welcoming and efficient check-in and check-out experiences, responding to questions, and addressing requests throughout their stay. You will manage front desk operations, including handling reservations, processing payments, and maintaining accurate guest records in the hotel system. The role includes resolving guest concerns promptly and professionally, coordinating with housekeeping and maintenance to meet guest needs, and ensuring public areas and the front desk are tidy and presentable. You will also provide local area information, promote hotel amenities and loyalty programs, and follow all Hampton and Hilton standards related to safety, security, and service quality.
Qualifications
Role Description The Guest Service Representative is a full-time, on-site role based at our Hampton property in Mobile, AL. In this position, you will serve as the primary point of contact for guests, providing welcoming and efficient check-in and check-out experiences, responding to questions, and addressing requests throughout their stay. You will manage front desk operations, including handling reservations, processing payments, and maintaining accurate guest records in the hotel system. The role includes resolving guest concerns promptly and professionally, coordinating with housekeeping and maintenance to meet guest needs, and ensuring public areas and the front desk are tidy and presentable. You will also provide local area information, promote hotel amenities and loyalty programs, and follow all Hampton and Hilton standards related to safety, security, and service quality.
Qualifications
- Customer service and hospitality skills, including a professional, friendly demeanor and a strong focus on guest satisfaction.
- Front desk and administrative abilities, such as handling reservations, check-in/check-out procedures, and payment processing accurately.
- Communication and interpersonal skills to interact effectively with guests, team members, and management in a clear and courteous manner.
- Problem-solving and conflict-resolution capabilities to manage guest concerns and unexpected situations calmly and efficiently.
- Basic computer proficiency and ability to learn hotel property management systems and other digital tools.
- Ability to stand for extended periods, work a flexible full-time schedule (including evenings, weekends, and holidays), and reliably commute to the Mobile, AL location.
- Previous experience in hospitality, customer service, or a related field is preferred but not required; training will be provided.
- High school diploma or equivalent; additional education in hospitality or tourism is a plus.