Guest Services Intern

AVERILL HOSPITALITY EMPLOYMENT; Whitefish (MT); On-site; USD 17,000 - 22,000; Full time

Benefits offered by this job

$50 room night perks across properties

Spa discounts

Restaurant discounts

Retail discounts

Job summary

The Firebrand Hotel in Downtown Whitefish is seeking a College Intern to join our Hotel Team. You will greet guests, assist with luggage, and offer local recommendations to create memorable experiences.

This role provides hands-on exposure to front-of-house operations and guest service standards. A High School-equivalent is asset; 18+ with a valid driver’s license is required.

Qualifications

• High School or High School-equivalent is an asset.
• Minimum of 2 years’ experience in hospitality is an asset.
• Must be at least 18 years of age with a valid driver’s license.

Responsibilities

• Greet arriving guests with a warm welcome and assist with luggage.
• Escort guests to their rooms and provide room orientation.
• Handle baggage collection and transport for departing guests.
• Be proactive ambassador, creating meaningful guest interactions.
• Communicate clearly with guests and team members.
• Provide recommendations about amenities and local attractions.
• Respond promptly to guest inquiries and concerns.
• Support front-of-house operations as needed.
• Prepare list of VIP arrivals and exceed expectations.

Skills

Guest service

Interpersonal skills

Verbal communication

Written communication

Multitasking

Teamwork

Local knowledge

Professionalism

Education

High School or equivalent asset

Job description

The Firebrand Hotel, an upscale hotel in Downtown Whitefish, is seeking a College Intern to work with our Hotel Team! All employees receive perks of $50 rooms at any of our properties, and discount rates at our spa, restaurant, and retail.

PRINCIPLERESPONSIBILITIES AND POSITION PURPOSE:

Serve as the firstand last point of contact for all guests by warmly greeting them upon arrivaland departure. The Guest Services Intern plays a key role in creating memorableguest experiences by providing a warm welcome, efficient luggage handling, andknowledgeable local recommendations—all delivered with genuine enthusiasm andprofessionalism.

MAIN DUTIES AND RESPONSIBILITIES:

• Greeting all arriving guests with a sincere andenthusiastic welcome, using prescribed hospitality phrases and maintaininga positive demeanor.
• Escort guests to their rooms while assisting withluggage, providing room orientation, and anticipating special requests orneeds.
• Handle baggage collection and transport for departingguests, ensuring timely service and safe handling of items.
• Be a proactive ambassador of the hotel by creatingmeaningful guest interactions and personalized experiences.
• Communicate clearly and courteously with all guests,team members, and management.
• Provide knowledgeable recommendations about hotelamenities and local attractions, events, restaurants, and transportationoptions.
• Respond promptly and professionally to guest inquiriesor concerns, taking ownership of solutions.
• Support front-of-house operations as needed, includingassisting other team members in delivering outstanding service.
• Prepares list of VIP arrivals and ensures that thoseguests’ expectations are exceeded

SPECIFICJOB KNOWLEDGE, SKILLS AND ABILITY

• The ability to provide exceptional guest service with apositive attitude and professional appearance.
• Strong interpersonal and communication skills, bothverbal and written.
• Ability to jog short distances, stand for long periods,and work outdoors in varying weather conditions.
• Familiarity with the local area and attractions isstrongly preferred.
• Ability to multitask and work under pressure whilemaintaining courtesy and professionalism.
• Team-oriented with a willingness to support otherdepartments as needed.
• Knowledge of hotel services, amenities, and suggestiveselling techniques is a plus.
• Demonstrates the ability toperform effectively in high-stress environments, adapt quickly tounexpected changes, and manage demanding workloads while maintainingcomposure, focus, and professionalism.

KEY COMPETENCIES

• Guest Focused - Committed to enhancing the guest experience through responsive and attentive service.
• Teamwork - Workseffectively with peers and management, contributing to a collaborative andpositive work environment.
• Professionalism - Maintains acomposed and respectful demeanor with guests and colleagues at all times.
• Quality & Efficiency - Strives to complete tasks accurately andefficiently, meeting or exceeding service standards.
• Profitability Awareness - Uses resources responsibly to support the financialhealth of the department and hotel.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, thisposition may be required to perform a combination of the following supportivefunctions, with the percentage of time performing each function to be solelydetermined by the General Manager based upon the requirements of the company

• Assist with guest transportation, special deliveries,or errands as directed.
• Maintain strong communication with other departments toensure smooth guest experiences.
• Represent the property at industry or community eventsas requested.

Perform additionalduties as assigned by the General Manager

ORGANIZATIONALRELATIONSHIPS

Position directlyreports to (titles):

• Assistant General Manager
• General Manager

PHYSICALREQUIREMENTS

FREQUENCY KEY: Rare-Up to 1 hour, Occasional- 1 to 3 hours, Frequent 3 to 6 hours, Constant- 6 to 8hours

PHYSICAL ACTIVITY FREQUENCY

Sitting Rare

Walking, climbing stairs Frequent

Crouching/Bending/Stooping Frequent

Reaching Constant

Grasping Constant

Pushing/Pulling Constant

Near Vision Constant

Far Vision Constant

Hearing Constant

Talking Constant

Lifting/Carrying (50 lbs.) Constant

Travel Rare

QUALIFICATION STANDARDS

EDUCATION

• High School or High Schoolequivalent is an asset

EXPERIENCE/ LICENSES OR CERTIFICATES

• Minimum of 2 years’ experience inhospitality industry as an asset.
• Must be at least 18 years of agewith a valid driver’s license.

SCHEDULE/ HOLIDAYS/ PTO:

This position requires regular, reliable, and punctualattendance. Guest Services Intern is expected to usually keep a 5-day-a-weekschedule but adjust as needed according to business needs. Working evenings,weekends, and holidays may be required. Holidays and PTO are in accordance withthe AH Exempt Employee policies as outlined in the Employee Handbook.

NOTICE:

Standing, bending, stooping, andlifting weights up to and including 50 lbs. may be required. The hospitality business functions seven (7)days a week, twenty-four hours a day. Inaddition, this is a hospitality business, and a hospitable service atmospheremust be projected at all times.