About this role
Qualifications
Required
- High school diploma or equivalent preferred.
- Ability to speak, read, and write English.
- Basic computer literacy.
- Ability to use a calculator, computer, front desk equipment, copier, fax, telephone system, and property
- management system as assigned.
- Strong communication and guest service skills.
- Ability to follow procedures, checklists, and established standards.
- Ability to protect confidential information and use sound judgment.
- Reliable attendance and punctuality.
- Ability to work alone or with others. [
- Legally authorized to work in the United States.
New Guest Service Representative Compensation Structure
Starting Wage: $14.50 per hour
Timeline
Milestone
Rate
Hire
Entry Rate
$14.50
Day 30
Meet the Bar Assessment
No Increase
Day 60
GWC Assessment
No Increase
Day 90
Guest Service Gold – Golden Opportunities
$14.79
6 Months
AHLA Certified Front Desk Representative
$15.53
9 Months
Guest Service Gold – Making Connections
$15.84
12 Months
Guest Service Gold – Tourism Online Program
$16.16
Year One Compensation Range:
$14.50 - $16.16 per hour
Certification Eligibility Requirements
As part of our standardized Wilson Hospitality certification model, team members must successfully complete:
30-Day Meet the Bar Assessment
- Right Person evaluation
- People Charter / Core Values alignment
- Attendance and reliability
- Coachability and professionalism
60-Day GWC Assessment
- Get It
- Want It
- Capacity to Do It
- Right Seat evaluation
Team members will not become eligible for certification-based pay increases until both assessments have been successfully completed.
Qualifications
Recommended Training and Certifications
The following may be required by property, brand, company policy, or assigned development plan:
- ## Brand-required guest service training.
- ## Human Trafficking Awareness training.
- ## CPR/AED training.
- ## First Aid training.
- ## AHLA Certified Guest Service Professional or similar guest service certification.
- ## Guest Service Gold or other approved hospitality service training.
Physical Requirement The Guest Service Representative must be able to perform the physical requirements of the role, including:
- ## Frequent standing, sitting, and walking.
- ## Occasional lifting and bending.
- ## Ability to lift up to 50 pounds when required.
- ## Ability to work in a fast-paced, guest-facing hotel environment.
- ## Ability to maintain professionalism during busy arrival periods, guest complaints, sold-out situations,
- ## room delays, and unexpected operational problems.
Job Description Disclaimer
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or
responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones
may be assigned at any time with or without notice.
Revised: July 2026