The Vista Host Promise: We will inspire unlimited potential for every Vista Host associate and hotel guest. We will do this by serving all whom we encounter with genuine kindness and exceptional hospitality. With these efforts, we will empower, and always advocate for, every person’s experience to result in their heartfelt desire to return.
POSITION TITLE: Guest Service Representative
REPORTS TO: Guest Service Manager / Assistant General Manager / General Manager
ABOUT HOMEWOOD SUITES TUSCALOOSA
The Homewood Suites Tuscaloosa, managed by Vista Host Management & Development
Company, is located near the University of Alabama, providing easy access for families,
alumni, and business travelers. With all-suite accommodations, a complimentary
breakfast, and an outdoor pool, the hotel is perfect for extended stays in the Tuscaloosa
area.
POSITION SUMMARY
The Guest Service Representative is responsible for all guest interactions at the front
desk, including registration, departure processing, and communication of hotel services.
This role requires a high level of customer focus, providing an opportunity for an engaging
and outgoing personality to create positive guest experiences. Duties also include
processing payments and responding to guest inquiries, while following all procedures set
by management.
WHO IS THIS POSITION FOR?
The Guest Service Representative role is best suited for someone who:
• Enjoys engaging with guests and has a friendly, outgoing personality.
• Has strong communication skills and a passion for delivering excellent customer
service.
• Is adaptable, able to handle multiple tasks, and can maintain a positive attitude in a
fast-paced environment.
• Takes ownership of guest experiences, ensuring they are pleasant and
accommodating.
WHY JOIN OUR TEAM?
• Competitive hourly pay with opportunities for performance-based incentives.
• Vacation / Sick / Bereavement / Holiday Pay.
• Health/Vision/Dental Insurance.
• Life / STD Insurance.
• 401k.
• Employee Discounts (Brand Hotels & Company Hotels).
• Free, Third-Party Employee Assistance Program (personal and professional).
• Opportunities for growth within Vista Host’s expanding portfolio.
DUTIES AND RESPONSIBILITIES
• Provide exceptional customer service to all hotel guests, making their stay as
comfortable and enjoyable as possible while achieving team and brand goals.
• Perform quality assurance (QA) requirements for the front office department.
• Ensure compliance with hotel policies, procedures, and relevant ordinances
regarding personnel, security, cash handling, guest relations, and safety.
• Remain highly visible and readily available for guests, taking initiative to offer
assistance or answer questions.
• Adhere to hotel credit policies, including credit card authorization, direct bill
accounts, cash payments, and incidental deposits.
• Manage guest complaints, taking ownership to resolve issues and ensure superior
guest satisfaction.
• Greet, register, suggestively sell (and upsell), issue room keys, and assign rooms in a
friendly and efficient manner.
• Provide information about the hotel, amenities, local dining, attractions, and travel
directions.
• Accurately check out guests and communicate departures to housekeeping.
• Make, confirm, and cancel reservations via telephone, computer, and written
communication.
• Answer and route internal and external phone calls in a friendly manner, following
prescribed procedures.
• Update the shift-to-shift log regularly to ensure clear communication between
shifts.
• Maintain cleanliness and organization of the hotel lobby, coffee stations, and front
desk area.
• Assist other departments as needed and perform other related duties as assigned.
POSITION REQUIREMENTS
• Must be able to communicate effectively in English, both written and verbally.
• Must be able to stand for extended periods.
• Must be able to lift up to 20 lbs.
• Ability to work independently and manage tasks without supervision.
Guest Service Representative • Tuscaloosa, AL
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