Guest Service Rep in Billings, Montana at Generation Hospitality

About Hilton Garden Inn Billings

As a recognized leader in the hospitality industry, Hilton Garden Inn Billings brings unparalleled expertise in marketing, sales, operations and revenue management.

About The Role

The Guest Service Representative in our 40 Rooms department plays a central role in delivering a positive and memorable experience for every guest. This hourly, full-time position is responsible for providing friendly, efficient, and accurate service from arrival through departure, while maintaining a clean, safe, and welcoming environment. You will serve as the primary point of contact for guest inquiries, support daily room operations, and help resolve issues in a professional and timely manner. This role is ideal for someone who enjoys working with people, can stay calm under pressure, and takes pride in ensuring that guests feel valued and well cared for throughout their stay.

What You'll Do

• Greet guests warmly upon arrival and provide professional, courteous, and efficient service at all times
• Perform check-in and check-out procedures accurately, following established policies and verification standards
• Handle guest inquiries in person, by phone, and via email, providing prompt and accurate information about rooms, property amenities, services, and local area attractions
• Assist with room assignments, changes, and special requests, coordinating with housekeeping and maintenance as needed
• Process payments, deposits, refunds, and adjustments in accordance with cash-handling and audit procedures
• Resolve guest concerns and service issues in a timely, empathetic, and solution-oriented manner, escalating to a supervisor when appropriate
• Maintain accurate guest records, documentation, and reports in the property management system
• Collaborate closely with the 40 Rooms department and other teams to support smooth daily operations and a consistent guest experience
• Monitor lobby and common areas for cleanliness, safety, and guest needs, reporting or addressing issues promptly
• Adhere to all company policies, safety procedures, and security protocols to protect guests, team members, and property assets
• Promote property offerings, services, and promotions that enhance guest satisfaction and drive revenue
• Support opening and closing procedures for the shift, including end-of-day tasks, reports, and handover communications

Qualifications

• High school diploma or equivalent
• Previous experience in guest services, hospitality, customer service, or a related field preferred
• Proficiency in spoken and written English, with clear and professional communication skills
• Strong customer service orientation with the ability to remain courteous, patient, and composed in high-pressure or fast-paced situations
• Basic computer skills and comfort learning property management or reservation systems
• Strong attention to detail and accuracy in handling reservations, payments, and guest information
• Effective problem-solving skills and sound judgment when addressing guest concerns or operational issues
• Ability to work a flexible, full-time hourly schedule, including evenings, weekends, and holidays as required
• Reliable, punctual, and able to work both independently and as part of a team
• Physical ability to stand for extended periods, move around the property, and occasionally lift or move items as needed for guest service or operational support