Guest Service Representative

Generation Hospitality Group; Bozeman (MT); On-site; USD 22,000 - 32,000; Full time

Job summary

Generation Hospitality Group is seeking a Guest Service Representative in the Rooms department to be the primary point of contact for guests. This hourly, full-time role manages front desk interactions, check-in/out, and guest questions with warmth and professionalism.

You will coordinate with housekeeping and other teams, handle reservations and payments, and ensure a welcoming lobby experience in a fast-paced environment.

Qualifications

• Previous experience in customer service, front desk, or hospitality role preferred.
• Strong verbal and written communication skills in English.
• Excellent interpersonal skills with a warm, professional demeanor.
• Comfort using computers and hotel or reservation systems; ability to learn new software quickly.
• Strong organizational skills with the ability to handle multiple tasks.

Responsibilities

• Welcome guests with a friendly, efficient check-in/check-out experience and process related documentation and payments.
• Respond to guest inquiries in person, by phone, and via digital channels with accurate information.
• Handle reservations, modifications, and cancellations in the property management system.
• Coordinate with Housekeeping and Maintenance to fulfill special requests and resolve issues.
• Address guest concerns and escalate to supervisor when needed.
• Verify identification and payment methods per hotel policies and security standards.
• Maintain a clean and welcoming front desk and lobby area.
• Monitor room availability and daily arrivals/departures to optimize assignments.

Skills

Customer service

Front desk

English communication

Interpersonal skills

Computer literacy

Organizational skills

Calm under pressure

Cash handling

Punctuality

Teamwork

Education

High school diploma or equivalent

Hospitality training (bonus)

Tools

Hotel reservation system

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