Guest Service Representative

Generation Hospitality Group; Bozeman (MT); On-site; USD 21,000 - 26,000; Full time

Job summary

Generation Hospitality Group is seeking a Guest Service Representative in the Rooms department. This hourly, full-time role focuses on warm, efficient front desk service, check-in/check-out, and handling inquiries via phone or digital channels.

You will manage reservations, coordinate with housekeeping, resolve guest issues, and verify payments while maintaining a welcoming lobby environment. Flexibility for evenings and weekends is required.

Qualifications

• Experience in customer service, front desk or hospitality is preferred.
• Strong verbal and written English communication.
• Able to learn hotel reservation systems quickly.

Responsibilities

• Check guests in and out, process payments and related documents.
• Answer inquiries in person, by phone, and via digital channels.
• Manage reservations, changes and cancellations in the PMS.
• Coordinate with housekeeping and maintenance for guest requests.
• Handle guest concerns professionally and escalate when needed.
• Verify IDs and payment methods per hotel policy.
• Maintain a clean, welcoming front desk and lobby area.
• Balance cash drawers and complete end-of-shift reports.
• Assist groups and events with a smooth check-in/out.

Skills

Customer service

Communication

Interpersonal skills

Attention to detail

Education

High school diploma

Tools

PMS software

Job description

About The Role

As a Guest Service Representative in our Rooms department, you will be the primary point of contact for guests throughout their stay. In this hourly, full-time position, you will provide warm, efficient, and professional service at the front desk and via phone or digital channels. You will ensure smooth check-in and check-out experiences, address questions and concerns, and help create a welcoming environment that reflects our standards of hospitality. This role is well-suited for individuals who enjoy interacting with people, solving problems in real time, and working in a fast-paced, service-oriented setting.

What You’ll Do

• Welcome guests upon arrival, provide a friendly and efficient check-in and check-out experience, and accurately process all related documentation and payments
• Respond to guest inquiries in person, by phone, and through digital channels, providing accurate information about hotel services, amenities, and local attractions
• Handle reservations, modifications, and cancellations, ensuring all guest details are accurately entered into the property management system
• Coordinate with Housekeeping, Maintenance, and other departments to accommodate special requests and resolve guest issues promptly
• Address guest concerns and complaints with professionalism and empathy, escalating matters to a supervisor or manager when necessary
• Verify identification, payment methods, and other required documentation in accordance with hotel policies and security standards
• Maintain a clean, organized, and welcoming front desk and lobby area at all times
• Monitor room availability, room status, and daily arrivals/departures to optimize room assignments and guest satisfaction
• Follow all cash handling procedures, including posting charges, balancing cash drawers, and reconciling end-of-shift reports
• Assist with check-in and check-out of groups, VIPs, and special events, ensuring a smooth and coordinated experience
• Communicate clearly and regularly with team members and supervisors to ensure consistent, high-quality guest service
• Adhere to all safety, security, and emergency procedures, including reporting incidents and following established protocols
• Support other front-of-house tasks as needed, including luggage assistance coordination, transportation requests, and message handling

Qualifications

• Previous experience in a customer service, front desk, or hospitality role preferred
• Strong verbal and written communication skills in English
• Excellent interpersonal skills with a warm, professional, and service-oriented demeanor
• Comfort using computers and hotel or reservation systems; ability to learn new software quickly
• Strong organizational skills and attention to detail, with the ability to handle multiple tasks simultaneously
• Ability to remain calm, courteous, and solutions-focused in busy or challenging situations
• Basic math skills and comfort with cash and credit card handling procedures
• Availability to work a flexible schedule, including evenings, weekends, and holidays as required
• Ability to stand for extended periods and, when needed, assist with light lifting or moving of luggage or packages
• Reliable, punctual, and able to work effectively both independently and as part of a team
• High school diploma or equivalent; additional hospitality training or education is a plus