Guest Service Representative at Generation Hospitality Group LLC

Billings, Montana, United States -

Full Time

Start Date

Immediate

Expiry Date

23 Sep, 26

Salary

15.0

Posted On

25 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Front Desk Operations, Problem Solving, Cash Handling, Property Management Systems, Interpersonal Communication, Organization, Billing, Conflict Resolution, Time Management

Industry

Hospitality

Description

About The Role As a Guest Service Representative in our Front Desk department, you will be the primary point of contact for guests from arrival through departure. In this hourly, full-time position, you will provide courteous, efficient, and professional service while handling check-ins and check-outs, responding to questions and requests, and resolving issues promptly. You will represent our brand with a welcoming presence, accurate information, and a strong focus on guest satisfaction. Working closely with other front office and hotel teams, you will help create a positive, seamless experience that encourages guests to return. What You'll Do Greet all guests warmly upon arrival and departure, providing a professional and friendly first impression at the front desk. Perform accurate and efficient check-in and check-out procedures, following established front desk and billing standards. Answer phones, emails, and in-person inquiries, providing clear, accurate information about hotel services, amenities, and local attractions. Manage room reservations, changes, cancellations, and special requests using the property management system and related tools. Process guest payments, post charges, verify billing details, and handle cash, credit card, and other forms of payment securely and accurately. Respond promptly and courteously to guest concerns, complaints, and service issues, escalating to a supervisor or manager when necessary. Coordinate with housekeeping, maintenance, and other departments to ensure rooms are prepared and service requests are fulfilled in a timely manner. Maintain a clean, organized, and professional front desk and lobby area throughout the shift. Verify guest identification, follow security protocols, and protect guest privacy and confidential information at all times. Provide recommendations and directions for dining, transportation, attractions, and events to enhance the guest experience. Monitor daily arrivals, departures, and occupancy, assisting with room assignments to optimize guest satisfaction and operational efficiency. Follow standard operating procedures for shift checklists, lost and found, incident reports, and key control. Assist with group check-ins, special events, and VIP guests as directed by the Front Desk leadership. Support other team members during busy periods by assisting with lines, answering questions, and resolving simple issues on the spot. Adhere to all company policies, safety standards, and departmental procedures, and participate in required trainings and meetings. Qualifications Previous experience in a front desk, customer service, hospitality, or related guest-facing role preferred. Proficiency in spoken and written English, with the ability to communicate clearly, courteously, and professionally. Strong customer service and problem-solving skills, with a calm and professional demeanor in high-pressure or challenging situations. Basic math and cash-handling skills, with attention to accuracy when processing payments and posting charges. Comfort with computer systems, including reservation or property management systems, email, and standard office applications. Excellent interpersonal skills and the ability to work effectively with a diverse range of guests and team members. Strong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities during peak times. Ability to follow written and verbal instructions, standard operating procedures, and hotel policies consistently. Willingness and ability to work a full-time hourly schedule, including evenings, weekends, and holidays as required by the front desk operation. Reliability and punctuality, with a strong sense of ownership and responsibility for guest satisfaction and assigned duties. High school diploma or equivalent; additional hospitality or customer service training is a plus. Ability to stand for extended periods and perform light physical tasks such as lifting, carrying, or pushing up to standard front desk requirements.

Responsibilities

Serve as the primary point of contact for guests by managing check-ins, check-outs, and general inquiries. Coordinate with hotel departments to ensure guest satisfaction and maintain professional lobby operations.