Guest Services Intern

The Firebrand Hotel, an upscale hotel in Downtown Whitefish, is seeking a College Intern to work with our Hotel Team! All employees receive perks of $50 rooms at any of our properties, and discount rates at our spa, restaurant, and retail.

PRINCIPLE RESPONSIBILITIES AND POSITION PURPOSE:

Serve as the first and last point of contact for all guests by warmly greeting them upon arrival and departure. The Guest Services Intern plays a key role in creating memorable guest experiences by providing a warm welcome, efficient luggage handling, and knowledgeable local recommendations—all delivered with genuine enthusiasm and professionalism.

MAIN DUTIES AND RESPONSIBILITIES:

• Greeting all arriving guests with a sincere and enthusiastic welcome, using prescribed hospitality phrases and maintaining a positive demeanor.
• Escort guests to their rooms while assisting with luggage, providing room orientation, and anticipating special requests or needs.
• Handle baggage collection and transport for departing guests, ensuring timely service and safe handling of items.
• Be a proactive ambassador of the hotel by creating meaningful guest interactions and personalized experiences.
• Communicate clearly and courteously with all guests, team members, and management.
• Provide knowledgeable recommendations about hotel amenities and local attractions, events, restaurants, and transportation options.
• Respond promptly and professionally to guest inquiries or concerns, taking ownership of solutions.
• Support front-of-house operations as needed, including assisting other team members in delivering outstanding service.
• Prepares list of VIP arrivals and ensures that those guests’ expectations are exceeded

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITY

• The ability to provide exceptional guest service with a positive attitude and professional appearance.
• Strong interpersonal and communication skills, both verbal and written.
• Ability to jog short distances, stand for long periods, and work outdoors in varying weather conditions.
• Familiarity with the local area and attractions is strongly preferred.
• Ability to multitask and work under pressure while maintaining courtesy and professionalism.
• Team-oriented with a willingness to support other departments as needed.
• Knowledge of hotel services, amenities, and suggestive selling techniques is a plus.
• Demonstrates the ability to perform effectively in high-stress environments, adapt quickly to unexpected changes, and manage demanding workloads while maintaining composure, focus, and professionalism.

KEY COMPETENCIES

• Guest Focused – Committed to enhancing the guest experience through responsive and attentive service.
• Teamwork – Works effectively with peers and management, contributing to a collaborative and positive work environment.
• Professionalism – Maintains a composed and respectful demeanor with guests and colleagues at all times.
• Quality & Efficiency – Strives to complete tasks accurately and efficiently, meeting or exceeding service standards.
• Profitability Awareness – Uses resources responsibly to support the financial health of the department and hotel.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the General Manager based upon the requirements of the company

• Assist with guest transportation, special deliveries, or errands as directed.
• Maintain strong communication with other departments to ensure smooth guest experiences.
• Represent the property at industry or community events as requested.

Perform additional duties as assigned by the General Manager

ORGANIZATIONAL RELATIONSHIPS

Position directly reports to (titles):

• Assistant General Manager
• General Manager

PHYSICAL REQUIREMENTS

FREQUENCY KEY: Rare- Up to 1 hour, Occasional- 1 to 3 hours, Frequent 3 to 6 hours, Constant- 6 to 8 hours

PHYSICAL ACTIVITY FREQUENCY

Sitting Rare

Walking, climbing stairs Frequent

Crouching/Bending/Stooping Frequent

Reaching Constant

Grasping Constant

Pushing/Pulling Constant

Near Vision Constant

Far Vision Constant

Hearing Constant

Talking Constant

Lifting/Carrying (50 lbs.) Constant

Travel Rare

QUALIFICATION STANDARDS

EDUCATION

• High School or High School equivalent is an asset

EXPERIENCE/ LICENSES OR CERTIFICATES

• Minimum of 2 years’ experience in hospitality industry as an asset.
• Must be at least 18 years of age with a valid driver’s license.

SCHEDULE / HOLIDAYS/ PTO:

This position requires regular, reliable, and punctual attendance. Guest Services Intern is expected to usually keep a 5-day-a-week schedule but adjust as needed according to business needs. Working evenings, weekends, and holidays may be required. Holidays and PTO are in accordance with the AH Exempt Employee policies as outlined in the Employee Handbook.

NOTICE:

Standing, bending, stooping, and lifting weights up to and including 50 lbs. may be required. The hospitality business functions seven (7) days a week, twenty-four hours a day. In addition, this is a hospitality business, and a hospitable service atmosphere must be projected at all times.