Guest Services Agent

Overview The Hilton Garden Inn located in Missoula, Montana is looking to add to our hospitality family! The six-story, 146-key hotel is located just outside of downtown Missoula and offers a comprehensive range of amenities including a separate full-service restaurant and 22,000 square feet of meeting space, making it the second largest conference center in the state. If you have a passion for the hospitality industry this position is for you! Come join a wonderful group of people, and a great brand of hotels to start your career Summary At Resolute Road Hospitality, we’re redefining third-party hospitality management through collaboration, innovation, and excellence. With a growing national footprint, we offer dynamic opportunities for professionals ready to grow. Guided by our core values - Stronger Together, Social Intelligence, Grit, Integrity, and Better Every Day - we support your success at every turn. Join us on the road ahead and help us create exceptional experiences. Benefits Travel Perks Optional Daily Pay Health/Life Insurance 401k Paid Time Off Dental/Vision Employee Assistance Program Referral Program Your Role As a Guest Services Agent, you’ll be the welcoming face of the hotel, ensuring smooth check-in and check-out experiences, assisting with guest requests, and supporting front desk, kiosk, and pantry operations. This role is ideal for someone who brings Social Intelligence to every interaction, works Stronger Together with the teams, and takes pride in delivering service with Integrity. What You’ll Do Greet all guests with a friendly, welcoming attitude Register guests, confirm reservations, and secure payment methods Promote loyalty programs and ensure members receive benefits Respond to guest requests and resolve concerns promptly and professionally Operate front desk systems to check guests in and out efficiently Process retail and pantry transactions with accuracy Handle guest payments, room charges, and daily bank reconciliations Manage phone calls, emails, and reservations with clarity and professionalism Monitor lobby appearance and cleanliness; communicate service needs to other departments Stay informed about hotel amenities, services, and local attractions Log and report any maintenance or safety issues Adhere to Resolute Road Hospitality policies and brand standards Support other team members as needed Perform other duties as assigned Knowledge, Skills & Abilities Knowledge of hotel front desk procedures, POS systems, and guest service best practices Strong verbal and written communication skills Ability to remain calm, courteous, and professional under pressure Proficient computer and data entry skills (MS Office, brand systems preferred) Basic math skills and knowledge of cash handling procedures Ability to multitask, prioritize, and adapt in a fast-paced environment Friendly and engaging interpersonal skills Commitment to accuracy, dependability, and hospitality excellence Knowledge of emergency response procedures and ability to act decisively Education & Experience High school diploma or GED required Previous hospitality or customer service experience preferred Licenses & Certifications TIPS or equivalent Additional Information Consistent attendance and adherence to Resolute Road Hospitality’s standards are critical to success in this role. This job description is intended to describe the general nature and level of work performed. It is not intended to be an exhaustive list of responsibilities, duties, and skills required. Duties may evolve based on organizational needs. E-Verify Resolute Road Hospitality utilizes E-Verify for all employment authorization verification. #J-18808-Ljbffr