Guest Service Representative

About The Role

As a Guest Service Representative in our Front Desk department, you will be the primary point of contact for guests from arrival through departure. In this hourly, full-time position, you will provide courteous, efficient, and professional service while handling check-ins and check-outs, responding to questions and requests, and resolving issues promptly. You will represent our brand with a welcoming presence, accurate information, and a strong focus on guest satisfaction. Working closely with other front office and hotel teams, you will help create a positive, seamless experience that encourages guests to return.

What You'll Do

• Greet all guests warmly upon arrival and departure, providing a professional and friendly first impression at the front desk.
• Perform accurate and efficient check-in and check-out procedures, following established front desk and billing standards.
• Answer phones, emails, and in-person inquiries, providing clear, accurate information about hotel services, amenities, and local attractions.
• Manage room reservations, changes, cancellations, and special requests using the property management system and related tools.
• Process guest payments, post charges, verify billing details, and handle cash, credit card, and other forms of payment securely and accurately.
• Respond promptly and courteously to guest concerns, complaints, and service issues, escalating to a supervisor or manager when necessary.
• Cook up with housekeeping, maintenance, and other departments to ensure rooms are prepared and service requests are fulfilled in a timely manner.
• Maintain a clean, organized, and professional front desk and lobby area throughout the shift.
• Verify guest identification, follow security protocols, and protect guest privacy and confidential information at all times.
• Provide recommendations and directions for dining, transportation, attractions, and events to enhance the guest experience.
• Monitor daily arrivals, departures, and occupancy, assisting with room assignments to optimize guest satisfaction and operational efficiency.
• Follow standard operating procedures for shift checklists, lost and found, incident reports, and key control.
• Assist with group check-ins, special events, and VIP guests as directed by the Front Desk leadership.
• Support other team members during busy periods by assisting with lines, answering questions, and resolving simple issues on the spot.
• Adhere to all company policies, safety standards, and departmental procedures, and participate in required trainings and meetings.

Qualifications

• Previous experience in a front desk, customer service, hospitality, or related guest-facing role preferred.
• Proficiency in spoken and written English, with the ability to communicate clearly, courteously, and professionally.
• Strong customer service and problem-solving skills, with a calm and professional demeanor in high-pressure or challenging situations.
• Basic math and cash-handling skills, with attention to accuracy when processing payments and posting charges.
• Comfort with computer systems, including reservation or property management systems, email, and standard office applications.
• Excellent interpersonal skills and the ability to work effectively with a diverse range of guests and team members.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities during peak times.
• Ability to follow written and verbal instructions, standard operating procedures, and hotel policies consistently.
• Willingness and ability to work a full-time hourly schedule, including evenings, weekends, and holidays as required by the front desk operation.
• Reliability and punctuality, with a strong sense of ownership and responsibility for guest satisfaction and assigned duties.
• High school diploma or equivalent; additional hospitality or customer service training is a plus.
• Ability to stand for extended periods and perform light physical tasks such as lifting, carrying, or pushing up to standard front desk requirements.

The pay range for this role is:

15 - 15 USD per hour (Hilton Garden Inn Billings)

Rooms

Billings, MT