Guest Service Representative

POSITION TITLE: Guest Service Representative

REPORTS TO: Guest Service Manager / Assistant General Manager / General Manager

ABOUT HAMPTON INN & SUITES / HOME2 SUITES SAN ANTONIO

The Hampton Inn & Suites / Home2 Suites, managed by Vista Host Management & 

Development Company, combines two popular brands under one roof, offering flexible 

accommodations for both short and extended stays. Located conveniently in a bustling 

area with easy access to dining and entertainment, the property features shared amenities 

such as a fitness center, indoor pool, and complimentary breakfast, ensuring a 

comfortable experience for all guests.

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.

Please visit our careers page to see more job opportunities.