The Pollard Hotel - Front Desk

Front Desk · Red Lodge, Montana
Department Front Desk
Employment Type Full-Time Permanent
Minimum Experience Mid-level
Compensation up to $15.00 per hour



The historic Pollard Hotel is located in the heart of downtown Red Lodge. We are looking for a front-facing, first impression to our guests, superstar to assist guests with all matters concerning their stay at the hotel. The stellar candidate will have customer service experience and be comfortable conversing with guests in person, on the telephone, and via email. If you want to secure a permanent position with our team, apply today...these positions fill quickly!

Company Mission:   To exceed our customer’s expectations

Job Summary- Front Desk: Our Front Desk Associates are our first influence on our guests and have a very important job.  They take reservations, check guests in and out of rooms, direct calls, and answer all guests' questions and concerns, serving as a concierge.  Our Front Desk staff is also keeping up to date on checking in gym members, assisting with event bookings, and selling items from our gift shop. Our Front Desk shifts are 7 am-3 pm and 3 pm-11 pm.

Job Summary- Night Audit: In addition to the front desk duties, the auditor is also responsible for closing and documenting end-of-day business for the hotel and restaurant. This shift is 11 pm-7 am (we will schedule 2 nights together)

Essential Job Duties: include the following; other duties may be assigned: 

  • Provide exceptional customer service to our guests at all times
  • Take reservations and process cancellations
  • Perform all guest check-in and check-out procedures
  • Collect payment for room charges and other fees
  • Answer phones and direct calls to appropriate personnel
  • Communicate effectively with our guests and employees through email, telephone, and face-to-face communications
  • Maintain a clean and tidy workspace at all times
  • Inform guests of hotel amenities and offerings
  • Be informed and up-to-date on all types of room accommodation and availability
  • Communicate with housekeeping and maintenance departments as necessary
  • Resolve customer complaints and problems calmly and effectively
  • Store luggage and valuables as needed
  • Serve as a concierge to our guests, providing local information
  • Be proficient with all software and cloud-based systems that the company uses to ring sales, book rooms, and maintain The Gym memberships
  • Audit and balance the reports and income from the day shifts in the restaurant, pub, and hotel
  • Run the automated RoomMaster Day-End Close program
  • Review next day arrival reservations for room availability
  • Assign rooms based on Rooms Sold/Used Analysis Report
  • Create and distribute F&B reservation add-on sheets
  • Perform various clerical and light housekeeping duties such as dusting and vacuuming 

Skills and Qualifications: to perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.

  • Honest and dependable
  • Excellent written and verbal communication skills
  • Team player
  • Computer literate
  • Ability to learn cloud-based computer systems and other on-the-job skills
  • Self-motivated, organized, neat, and efficient
  • Ability to maintain calm, polite, and patient in stressful situations
  • Organized and detail-oriented
  • Ability to connect with guests and consistently give them a positive customer experience

Valued Experience/Education:

  • High School Diploma/GED required
  • 2+ years in hospitality/customer service business
  • Experience in using hotel booking software preferred
  • Local knowledge preferred

Thank You

Your application was submitted successfully.

  • Location
    Red Lodge, Montana
  • Department
    Front Desk
  • Employment Type
    Full-Time Permanent
  • Minimum Experience
  • Compensation
    up to $15.00 per hour