Guest Services Representative Expedition Lodge

Vista Host Hotels Management & Development; Moab (UT); On-site; USD 18,000 - 25,000; Full time

Benefits offered by this job

Competitive hourly pay

Vacation and sick leave

Health, vision, dental insurance

Life and disability insurance

401(k) plan

Employee housing may be available

Employee assistance program

Job summary

Vista Host Hotels Management & Development in Moab is seeking a Guest Service Representative for the Expedition Lodge front desk. You will handle check-in/check-out, room inspections, and guest communications to ensure a positive experience during the 3 pm–11 pm Wednesday to Sunday shift.

The role emphasizes customer-focused service, payment processing, and coordination with housekeeping to meet guest needs, while upholding Hilton brand standards and front desk operations.

Qualifications

• Must communicate effectively in English, both verbally and in writing.
• Previous guest service, hospitality, retail, tourism, or guest-facing experience preferred but not required.

Responsibilities

• Deliver exceptional guest service while creating a welcoming and professional first impression of the hotel.
• Greet guests, complete check-in and check-out procedures, issue room keys, room inspections, and assign rooms accurately and efficiently.
• Provide information regarding hotel amenities, services, and local attractions in the Moab region.
• Process payments, verify credit authorizations, and follow hotel cash-handling and credit policies.
• Respond promptly and professionally to guest requests, concerns, and service issues.
• Coordinate with housekeeping, maintenance, and other departments to ensure guest needs are met.
• Maintain accurate guest records and reservations in the property management system.
• Answer and route internal and external phone calls according to hotel standards.
• Maintain organized shift logs to ensure clear communication between shifts and departments.
• Support quality assurance standards for front office operations and Hilton brand requirements.
• Maintain cleanliness and organization of the front desk, lobby, and guest coffee areas.
• Assist with reservations, modifications, and cancellations through phone, online, and in-person channels.
• Take ownership of guest recovery situations and ensure concerns are resolved to the guest’s satisfaction.
• Assist other departments as needed and perform additional duties as assigned

Skills

Customer service

English communication

Teamwork

Job description

POSITION TITLE: Guest Service Representative Expedition Lodge

REPORTS TO: General Manager

ABOUT Expedition Lodge

POSITION SUMMARY: 3 pm to 11 pm Wednesday to Sunday

A Guest Service Representative is responsible for all guest interaction at the front desk including guest registration, departure processing, room inspections and communication of hotel services. Extremely customer focused, this role creates opportunity for an engaging, outgoing personality to shine and create a positive guest experience. Other duties may include processing forms of payment and responding to guest inquires. This position will be responsible for following all procedures and duties set by management, which may include tasks outside of standard front desk operations. You are responsible for creating a positive guest experience to the standards set forth by showing a high level of ownership and responsibility

WHY JOIN OUR TEAM?

• Competitive hourly pay with opportunities for advancement
• Vacation / Sick / Bereavement / Holiday Pay
• Health, Vision, and Dental Insurance
• Life and Short-Term Disability Insurance
• 401(k) Retirement Plan
• Employee housing may be available for eligible team members
• Complimentary Employee Assistance Program (personal and professional support)
• Opportunities for career growth within Vista Host’s expanding portfolio

Duties And Responsibilities

• Deliver exceptional guest service while creating a welcoming and professional first impression of the hotel
• Greet guests, complete check-in and check-out procedures, issue room keys, room inspections, and assign rooms accurately and efficiently
• Provide information regarding hotel amenities, services, and local attractions in the Moab region
• Process payments, verify credit authorizations, and follow hotel cash-handling and credit policies
• Respond promptly and professionally to guest requests, concerns, and service issues
• Coordinate with housekeeping, maintenance, and other departments to ensure guest needs are met
• Maintain accurate guest records and reservations in the property management system
• Answer and route internal and external phone calls according to hotel standards
• Maintain organized shift logs to ensure clear communication between shifts and departments
• Support quality assurance standards for front office operations and Hilton brand requirements
• Maintain cleanliness and organization of the front desk, lobby, and guest coffee areas
• Assist with reservations, modifications, and cancellations through phone, online, and in-person channels
• Take ownership of guest recovery situations and ensure concerns are resolved to the guest’s satisfaction
• Assist other departments as needed and perform additional duties as assigned

Position Requirements

• Must be able to communicate effectively in English, both verbally and in writing
• Prior customer service, hospitality, retail, tourism, or guest-facing experience preferred but not required
• Ability to stand for extended periods during shifts
• Ability to lift up to 20 pounds occasionally
• Ability to work independently while maintaining strong teamwork with other departments
• Must be able to work evenings, weekends, and holidays as required by hotel operations

EQUAL OPPORTUNITY EMPLOYER

Vista Host Management & Development Company is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

The Vista Host Promise: We will inspire unlimited potential for every Vista Host associate and hotel guest. We will do this by serving all whom we encounter with genuine kindness and exceptional hospitality. With these efforts, we will empower, and always advocate for, every person’s experience to result in their heartfelt desire to return.