Guest Service Representative

Guest Services Representative | Be the Welcome Guests Remember

At Western States Lodging & Management, great hospitality starts the moment a guest walks through the door. As a Guest Services Representative
, you'll be one of the first and last people our guests interact with, helping create a welcoming, efficient, and memorable hotel experience.

This is a great opportunity for someone who enjoys working with people, thrives in a fast-paced environment, and wants to grow their career in hospitality.

• Competitive Pay - $14 - 15 hourly.
• The starting rate is based on experience and qualifications. This position participates in our compensation program, which provides opportunities for future pay growth based on performance and career development.
• 401(k) with a dollar-for-dollar company match up to 4%
• Hotel discounts at select Western States Lodging & Management properties

• Medical, Dental, and Vision insurance plans plus Health Savings Account (HSA) options
• Optional supplemental benefits, including accident, critical illness, hospital indemnity, and other coverage options.
• Personal Time Off (PTO) and Vacation benefits

• Welcome guests with a friendly, professional, and helpful attitude.
• Assist guests with check-in and check-out, including registering guests, assigning rooms, issuing room keys, and processing payments.
• Accommodate special requests whenever possible to create a personalized guest experience.
• Answer phone calls and respond to guest questions and requests promptly and professionally.
• Provide information about hotel amenities, services, current promotions, and local attractions.
• Assist with pre-registration and reservation blocking when needed.
• Handle guest concerns professionally and escalates issues to leadership when additional assistance is needed.
• Follow established cash handling, credit, and check-cashing policies and procedures.
• Complete assigned front desk checklists and daily responsibilities accurately.
• Audit group guest accounts to ensure charges and postings align with applicable sales contracts.
• Maintain a clean, organized, and welcoming front desk and lobby area.
• Stay knowledgeable about brand-specific front desk standards, requirements, and promotions.
• Demonstrate Western States Lodging & Management hospitality and service standards during every guest interaction.
• Drive the hotel shuttle when required and appropriately authorized (depending on the property).

• High school diploma or equivalent preferred.
• 0-1 year of experience in hospitality, customer service, front desk operations, or a related field; similar experience is preferred but not required.
• Excellent customer service and interpersonal skills.
• Friendly, professional, and welcoming communication style.
• Clear verbal and written communication skills.
• Basic computer skills and the ability to learn hotel property-management and payment-processing systems.
• Strong attention to detail when handling reservations, guest accounts, and payment transactions.
• Ability to communicate effectively and positively with guests, potential clients, supervisors, and fellow associates.
• Commitment to providing exceptional service and resolving guest needs professionally.
• Availability to work some weekends and holidays as business needs require.

This position requires frequent walking and standing, as well as the ability to bend, stoop, sit, stand, and reach throughout the shift. Associates must be able to use proper body mechanics and lifting techniques to occasionally lift and move items weighing up to 25 pounds. Reasonable accommodations may be made to enable qualified individuals to perform the…