Guest Service Associate, Glacier National Park, Summer 2019

This job has been Expired
Job Overview


To establish and provide excellent guest service, registering and greeting guests at point of check-in and throughout their stay, while processing payments and posting charges to guest accounts in accordance with Xanterra policies and procedures.


  1. Maintain positive guest relations at all times.
  2. Register guests while receiving and posting proper payment and finalizing guest accounts at checkout.
  3. Assign guest rooms and cabins, issue keys ensuring guest security at all times and in accordance with Xanterra established guidelines.
  4. Make, confirm, assist, and cancel reservations at other locations inside the park, including promoting and selling park activities.
  5. Maintain complete knowledge of all park facilities, locations, room types, hours of operations, and activities, in an effort to answer questions and give out accurate and helpful information to guests.
  6. Answer telephones in the specified time frames following proper guidelines, and using correct greetings and telephone etiquette.
  7. Take, record, and relay messages accurately, completely, timely, thoroughly, and legibly.
  8. Document all guest problems and/or complaints using correct forms and procedures, and resolve issues to guest satisfaction at all times.
  9. Educate guests on GNPL environmental policies and procedures.
  10. Maintain complete knowledge of correct use of company equipment while keeping work space neat and organized.
  11. Maintain complete knowledge of and comply with all front office policies, procedures, and standards.
  12. Accurately follow cash handling procedures and secure bank at all times.
  13. Post charges to guest accounts for services and purchases.
  14. Balance all receipts and postings for work performed during shift at the end of shift.
  15. Offers information pertaining to available services, points of interest and entertainment attractions.
  16. Presents statements to departing guests and receives payment, counts money to verify amounts, records monetary transactions, and issues receipts for funds received. Issues change when necessary.
  17. Handles all phases of group tour arrivals to provide a smooth and orderly flow of guests. May include meeting group tour escorts, tour check-in, collecting money and fees, preparing vouchers, and rooming lists.
  18. Prepares folios for each guest account. Records advance deposits, credit transfers, cash payments and tour vouchers.  Records dining room, bar, and gratuity charges.  Keeps ledger on all cash transactions.
  19. Notifies Guest Service Manager of all guest complaints. May request refunds, but may not provide without manager’s approval.
  20. Receives and coordinates wake-up calls. May forward guest mail.
  21. Knowledgeable of Glacier National Park and all of its facilities and activities so that information passed to guests is informative and accurate.
  22. Handles lost and found items, tagging them with the date and place found, following proper procedures established by GNPL.
  23. Familiar with and follows emergency fire evacuation and safety procedures.
  24. Understands and follows all PCI Compliance guidelines.
  25. Reconciles all transactions in order to verify daily drop amounts.
  26. Assists guests with retail items and processes the sale at applicable locations only (RS and VI only).
  27. Operates the PBX switchboard to relay incoming, outgoing, interoffice and long distance calls. May supply information to callers and record messages.
  28. Continually works with housekeeping to update the status of arrivals, departures, and room status.
  29. Keeps alphabetical up-to-date list of all guest room numbers for ready reference.
  30. Adheres to all Company policies and regulations.
  31. Completes all other tasks as assigned by Front Office Manager. Assists in other departments or with other job duties as requested or necessary.


  1. Human relation skills – must be a people-person who thrives on public contact.
  2. Strong communication skills.
  3. General computer skills.
  4. Knowledge of Property Management System (PMS) Opera.
  5. Sales skills.
  6. Basic accounting skills.
  7. Ability to learn quickly and follow instruction accurately.
  8. Ability to prioritize tasks and move through them in an efficient manner.
  9. Ability to interact with diverse peoples and help resolve any issues.
  10. Ability to work quickly and thoroughly under pressure.
  11. Must be flexible and open to changes in procedures.
  12. Knowledge of common office machines, i.e., computers, typewriters, calculators, cash registers, etc. required.
  13. Must be friendly, outgoing, enthusiastic and courteous in dealing with guests and co-workers.
  14. Must be able to handle guest concerns in a tactful and caring manner.
  15. Must be team-oriented.
  16. Must possess neat and pleasant grooming habits.
  17. Must be knowledgeable of Glacier National Park’s history and points of interest.
  18. Must have good organizational skills.
  19. Must be able to speak, read, write and understand English.
  20. Must be able to work varied shifts, weekends and holidays.



  1. Able to lift and carry up to 15 pounds.
  2. Standing for up to eight hours per shift.
  3. Requires bending, stretching and reaching throughout a shift up to 8 hours.
  4. Working with required chemicals.