Guest Service Representative

Home2 Suites Orlando International Drive is an EEO employer - M/F/Vets/Disabled

POSITION TITLE: Guest Service Representative

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

ABOUT HOME2 ORLANDO S. INTERNATIONAL DRIVE

The Home2 Suites by Hilton Orlando S. International Drive, managed by Vista Host

Management & Development Company, is ideally situated for visitors to the nearby theme

parks, shopping, and dining. With spacious suites designed for extended stays, the hotel

features amenities such as free breakfast, an outdoor pool, and a 24-hour fitness center,

making it a perfect choice for families and business travelers alike.

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.

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