Guest Service Representitive

Generation Hospitality Group; West Yellowstone (MT); On-site; USD 20,664 - 30,307; Full time

Job summary

Hibernation Station in West Yellowstone, MT is hiring a Guest Service Representative to be the friendly face of our front desk and the heart of hospitality. You will welcome guests, assist with reservations, and coordinate with housekeeping to ensure a seamless stay from check-in to departure.

The role requires strong communication, organization, and problem-solving skills, with a flexible schedule including weekends or evenings as needed to deliver a five-star experience for guests visiting

Qualifications

• Customer service and hospitality mindset required.

Responsibilities

• Welcome guests with a friendly, professional attitude.
• Check guests in and out efficiently and accurately.
• Answer calls, assist with reservations and trip planning.
• Book/modify reservations in the property management system.
• Manage OTA reservations from Expedia, Booking.com, etc.
• Respond promptly to guest requests with empathy.
• Coordinate with housekeeping, maintenance, and management.
• Assist with billing questions and payment processing.
• Maintain accurate guest records and documentation.
• Provide recommendations for Yellowstone and local attractions.
• Maintain a clean, organized front office environment.
• Collaborate with team to deliver a five-star guest experience.

Skills

Customer service

Communication

Organizational skills

Multitasking

Calm under pressure

Problem solving

Reservation software

Computer literacy

Punctuality

Flexible schedule

Hospitality experience preferred

Tools

Reservation software

Property management system

Job description

Guest Service Representative

As a Guest Service Representative, you are the first face and voice our guests encounter. Your warmth, professionalism, and commitment to exceptional hospitality set the tone for their entire stay. If you enjoy helping people, solving problems, and creating memorable guest experiences, we’d love to have you join our team.

About The Role

The Guest Service Representative serves as the heart of our front office operations. This position is responsible for delivering unparalleled customer service while ensuring every guest feels welcomed, valued, and cared for from reservation through departure.

You will work closely with every department—including housekeeping, maintenance, and management—to ensure each guest enjoys a seamless stay. Every interaction is an opportunity to exceed expectations and help make someone’s Yellowstone vacation unforgettable.

What You’ll Do

• Welcome guests with a friendly, professional, and positive attitude.
• Check guests into and out of our 50-cabin hospitality property efficiently and accurately.
• Answer incoming phone calls and assist guests with reservations, questions, and trip planning.
• Book and modify reservations using our property management system.
• Manage reservations from Online Travel Agencies (OTAs) such as Expedia, Booking.com, and other third-party booking partners.
• Respond promptly to guest requests and resolve concerns with empathy and professionalism.
• Coordinate with housekeeping, maintenance, and management to ensure guest needs are met quickly.
• Assist with billing questions, payment processing, and reservation changes.
• Maintain accurate guest records and documentation.
• Provide recommendations for Yellowstone National Park, local attractions, restaurants, and activities.
• Help maintain a clean, organized, and welcoming front office environment.
• Work collaboratively with fellow team members to provide a five-star guest experience.

Qualifications

We’re looking for someone who enjoys serving others and takes pride in creating exceptional guest experiences.

Preferred Qualifications

• Outstanding customer service and communication skills.
• Friendly, positive, and professional demeanor.
• Strong organizational and multitasking abilities.
• Ability to remain calm and composed in a fast-paced environment.
• Excellent problem-solving and critical thinking skills.
• Comfortable using computers, email, and reservation software.
• Ability to learn new technology and booking systems.
• Dependable, punctual, and detail-oriented.
• Flexible schedule, including weekends, holidays, and evenings as needed.
• Previous hospitality, hotel, tourism, or customer service experience is preferred but not required.
• Knowledge of Yellowstone National Park or the local area is a plus.

What Makes You Successful

The ideal candidate genuinely enjoys helping people and understands that every interaction matters. You recognize that a simple smile, thoughtful recommendation, or quick solution can transform a guest’s vacation.

You don’t just answer questions—you create experiences.

You understand that our guests have often traveled hundreds or even thousands of miles to visit Yellowstone National Park. Your goal is to make Hibernation Station feel like their home away from home while helping them build memories they’ll cherish for years to come.

Why Join Hibernation Station?

• Work in beautiful West Yellowstone, Montana.
• Be part of a close-knit hospitality team that values teamwork and respect.
• Help guests from around the world experience one of America’s greatest national parks.
• Every day brings new people, new stories, and new opportunities to make a positive impact.
• Grow your hospitality and customer service career in an exciting, rewarding environment.

If you are passionate about hospitality and believe every guest deserves exceptional service, we’d love to meet you.

Join the Hibernation Station team and help create unforgettable Yellowstone memories—one guest at a time.