Guest Service Representative

Guest Services Representative

At Western States Lodging & Management, exceptional hospitality starts at the front desk. As a Guest Services Representative, you'll play an important role in creating a smooth, welcoming, and memorable experience for every guest. With your hospitality experience, you'll confidently handle guest needs, resolve concerns, coordinate with hotel departments, and help keep front desk operations running efficiently.

We're looking for someone who understands that great guest service is about more than completing a check-in—it's about making people feel genuinely welcomed and cared for throughout their stay.

Competitive Pay - $14 - 16 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 and provide friendly, professional service throughout their stay.

Efficiently manage guest check-in and check-out processes, including room assignments, payments, and room keys.

Handle complex guest questions, requests, concerns, and complaints while working toward timely and appropriate resolutions.

Assist with room reservations, reservation changes, pre-registration, and room inventory management.

Coordinate with housekeeping and maintenance teams to ensure rooms are clean, ready, and available for arriving guests.

Monitor guest satisfaction and proactively address feedback or service concerns.

Assist with training and supporting new front desk associates on procedures, service expectations, and hotel protocols.

Maintain accurate guest accounts and assist with administrative responsibilities, including reports and account management.

Follow established cash handling, credit, and payment-processing policies and procedures.

Audit group guest accounts to ensure postings align with applicable sales contracts.

Provide guests with accurate information about hotel amenities, services, promotions, and local attractions.

Maintain a clean, organized, and welcoming front desk area.

Drive the hotel shuttle when required and appropriately authorized (depending on the property).

Consistently demonstrate Western States Lodging & Management hospitality and service standards.

High school diploma or equivalent preferred.

1–3 years of experience in hotel front desk operations, hospitality, customer service, or a related field.

Advanced customer service skills with the ability to handle challenging situations with professionalism, patience, and empathy.

Experience using hotel management software, reservation systems, and payment-processing systems.

Strong problem-solving and decision-making skills.

Strong organizational skills with the ability to manage reservations, room inventory, guest requests, and administrative responsibilities.

Excellent verbal and written communication skills.

Strong attention to detail when managing guest accounts, reservations, payments, and reports.

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 essential functions of the position.

Guests feel welcomed, heard, and well cared for throughout their stay, and they can count on you to confidently handle their questions and concerns. You keep reservations, room inventory, guest accounts, and front desk responsibilities organized and accurate while communicating effectively with housekeeping, maintenance, and other departments. You're a dependable resource for both guests and newer team members, helping create smooth hotel operations and consistently positive guest experiences.

Western States Lodging & Management is a leading property management company with a diverse portfolio that includes nationally recognized hotel brands such as Hilton, Marriott, and IHG, Legacy Senior Living communities, and Nxt multifamily apartment communities throughout the western United States.

Our mission is simple: Serving You Like Family. That commitment extends beyond our guests and residents—it defines how we treat our associates and business partners. We believe that great people build great communities, which is why we invest in our team through meaningful work, ongoing professional development, and opportunities for long-term career growth. At Western States Lodging & Management, we encourage every team member to serve as an Ambassador of our values, a trusted Consultant who brings knowledge and solutions, a Collaborator who builds strong relationships through teamwork, and a Coach who is passionate and empowers others to learn, grow, and succeed.

Whether you're launching your career or bringing years of experience, you'll find a workplace where your contributions are valued, your ideas are welcomed, and your potential is supported every step of the way.

Apply today and discover why thousands of associates have chosen Western States as the place to build a meaningful career.