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.