Guest Services Representative

Starlite Yellowstone•West Yellowstone, MT

22d

About The Position

Starlite Yellowstone, Tapestry Collection by Hilton is a newly reimagined lifestyle hotel located steps from the West Entrance of Yellowstone National Park. Following a complete down-to-studs renovation, the property now features approximately 133 modern guest rooms and amenities designed to reflect the rugged beauty and spirit of the Yellowstone region. As part of Hilton’s Tapestry Collection, Starlite Yellowstone offers guests a distinctive sense of place inspired by the surrounding landscape and brought to life through authentic Montana hospitality. Our team is committed to delivering memorable experiences that inspire every guest’s heartfelt desire to return. Managed by Vista Host Management & Development Company, Starlite Yellowstone is proud to be part of a growing portfolio of hotels dedicated to operational excellence, strong team culture, and exceptional guest service. Distinctly Yellowstone. Authentically Montana. The Guest Service Representative serves as the primary point of contact for guests throughout their stay and plays a critical role in delivering exceptional hospitality experiences. This position is responsible for guest check-in and check-out procedures, responding to guest requests, coordinating with hotel departments, and ensuring smooth front desk operations. Successful candidates bring a strong service mindset, attention to detail, and the ability to create welcoming and memorable guest interactions while following established hotel policies and Hilton brand standards. The Guest Service Representative role is best suited for someone who: Enjoys interacting with people and creating positive guest experiences Communicates clearly and professionally with guests and team members Thrives in a fast-paced environment and can manage multiple priorities Takes ownership of guest concerns and works proactively to resolve issues Demonstrates reliability, professionalism, and a strong team mindset

Requirements

Must be able to communicate effectively in English, both verbally and in writing
Prior customer service or hospitality experience preferred but not required
Ability to stand for extended periods during shifts
Ability to lift up to 20 pounds occasionally
Ability to work independently while maintaining strong teamwork with other departments
Must be able to work evenings, weekends, and holidays as required by hotel operations

Responsibilities

Deliver exceptional guest service while creating a welcoming and professional first impression of the hotel
Greet guests, complete check-in and check-out procedures, issue room keys, and assign rooms accurately and efficiently
Provide information regarding hotel amenities, services, and local attractions in the Yellowstone region
Process payments, verify credit authorizations, and follow hotel cash-handling and credit policies
Respond promptly and professionally to guest requests, concerns, and service issues
Coordinate with housekeeping, maintenance, and other departments to ensure guest needs are met
Maintain accurate guest records and reservations in the property management system
Answer and route internal and external phone calls according to hotel standards
Maintain organized shift logs to ensure clear communication between shifts and departments
Support quality assurance standards for front office operations and Hilton brand requirements
Maintain cleanliness and organization of the front desk, lobby, and guest coffee areas
Assist with reservations, modifications, and cancellations through phone, online, and in-person channels
Take ownership of guest recovery situations and ensure concerns are resolved to the guest’s satisfaction
Assist other departments as needed and perform additional duties as assigned