Guest Service Representative

Staybridge/ EVEN Rochester

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.

What’s in it for you- Compensation & Benefits

• Competitive Pay - $15 – 20 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

Eligible full-time associates are entitled to the following:

• 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

What You’ll Do

• 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 escalate 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).

What Makes You Successful

• 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.

Physical Requirements

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.

You Know You’re Successful When…

Guests feel genuinely welcomed, supported, and valued from check-in through check-out. You anticipate needs, respond to questions and concerns with professionalism, maintain accurate guest accounts and reservations, and help keep the front desk running smoothly. Your friendly attitude, attention to detail, and commitment to service help create the kind of experience that keeps guests coming back.

Why Join Western States Lodging & Management?

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.