Guest Service Representative

Hilton Garden Inn Bozeman MT; Bozeman (MT); On-site; USD 20,664 - 27,552; Full time

Job summary

Hilton Garden Inn Bozeman MT is seeking a friendly Guest Service Representative for the front desk. This hourly, full-time role involves greeting guests, handling check-ins and check-outs, responding to inquiries, and coordinating with housekeeping to ensure a smooth stay.

The ideal candidate will have strong English communication, cash handling ability, and the flexibility to work evenings, weekends, and holidays in a fast-paced hospitality environment.

Qualifications

• Previous experience in customer service or front desk preferred.
• High school diploma or equivalent required; hospitality study is a plus.
• Strong verbal and written English communication.
• Excellent interpersonal and problem-solving skills.
• Ability to multitask and stay organized in a fast-paced setting.
• Ability to handle cash and payments securely.

Responsibilities

• Greet and welcome guests at the front desk in a courteous, professional manner.
• Handle check-in and check-out procedures using the property management system.
• Confirm reservations, room assignments, rates, and payment methods per policy.
• Respond to inquiries in person, by phone, and by email with accurate information.
• Address and resolve guest concerns, escalating as needed.
• Process payments and manage cash/credit transactions per procedures.
• Coordinate with housekeeping, maintenance, and other departments.
• Monitor availability and communicate changes to team members.
• Maintain accurate records and shift logs; follow security protocols.
• Support guest programs and loyalty memberships; assist with mail and packages.

Skills

Customer service

English communication

Interpersonal skills

Multitasking

Adaptability

Cash handling

Teamwork

Problem solving

Education

High school diploma

Tools

Property management systems

Computer literacy

Job description

Overview

As a recognized leader in the hospitality industry, Hilton Garden Inn brings unparalleled expertise in marketing, sales, operations and revenue management.

As a Guest Service Representative in our Front Desk department, you will be the primary point of contact for guests from arrival to departure. In this hourly, full-time role, you will provide warm, professional, and efficient service, ensuring every guest has a smooth and enjoyable experience. You will handle check-ins and check-outs, respond to inquiries, resolve issues, and collaborate with other departments to meet guest needs. This position is ideal for individuals who are friendly, detail-oriented, and committed to delivering outstanding customer service in a fast-paced hospitality environment.

Responsibilities

• Greet and welcome guests in a courteous, professional, and timely manner at the front desk
• Perform accurate and efficient check-in and check-out procedures using property management systems
• Confirm reservations, room assignments, rates, and payment methods according to established policies
• Respond promptly to guest inquiries in person, by phone, and via email, providing accurate information about the property, amenities, and local area
• Address and resolve guest concerns and complaints with empathy, escalating issues to management when necessary
• Process payments, post charges, and handle cash, credit card, and other transactions in accordance with cash-handling procedures
• Coordinate with housekeeping, maintenance, and other departments to ensure rooms and services are prepared to guest expectations
• Monitor room availability and communicate overbookings, special requests, and changes to appropriate team members
• Maintain accurate records and documentation, including registration information, incident reports, and shift logs
• Follow security and safety protocols, including verifying guest identification and protecting guest privacy and confidential information
• Keep the front desk area organized, clean, and appropriately stocked with forms, key cards, and supplies
• Support and promote hotel programs, special offers, and loyalty memberships to enhance the guest experience
• Assist with incoming and outgoing mail, messages, and packages for guests as needed
• Participate in shift handovers, sharing relevant guest and operational information with colleagues
• Comply with all company policies, procedures, and brand standards while contributing to a positive team environment

Qualifications

• Previous experience in a customer service, hospitality, or front desk role preferred
• High school diploma or equivalent required; additional education in hospitality or related field is a plus
• Strong verbal and written communication skills in English
• Excellent interpersonal skills with a friendly, professional, and approachable demeanor
• Ability to remain calm, courteous, and solution-focused in high-pressure or stressful situations
• Proficiency with basic computer applications; experience with hotel property management systems is an asset
• Strong organizational skills and attention to detail, with the ability to multitask and prioritize
• Comfortable handling cash and payment transactions accurately and securely
• Ability to work a flexible schedule, including evenings, weekends, and holidays, as required by the front desk operation
• Reliable, punctual, and able to work independently as well as part of a team
• Ability to stand for extended periods and occasionally lift or move items such as luggage, supplies, or equipment as needed