Guest Experience Specialist (Front Desk)

Great-Lakes-Management-Group; Kaukauna (WI); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Competitive Pay

Paid Time Off (PTO)

Paid Holidays

Leadership Development Programs

Employee Recognition Programs

Supportive Team-Oriented Culture

Top Workplace Award Winner (USA TODAY)

Growth opportunities

Job summary

GLMG Hotels is seeking a friendly and guest-focused Guest Service Associate (Front Desk Agent) to deliver exceptional hospitality and create a welcoming first impression for every guest. You will handle check-in/check-out, reservations, inquiries, and service recovery to support the guest experience.

You will greet guests, manage reservations through the PMS, provide information on local attractions, and collaborate with Housekeeping and Maintenance to ensure satisfaction.

Qualifications

• High School Diploma or equivalent preferred.
• Previous customer service or hospitality experience preferred.
• Front desk or hotel experience is a plus.
• Strong interpersonal and guest service skills.
• Excellent verbal and written communication abilities.
• Experience with PMS systems such as HotelKey, OnQ, FOSSE, Opera, or similar platforms preferred.

Responsibilities

• Greet guests warmly and provide a positive first impression upon arrival.
• Process guest check-ins and check-outs efficiently and accurately.
• Manage reservations, cancellations, and modifications through the PMS.
• Provide information about hotel amenities, services, and local attractions.
• Respond promptly to guest requests and ensure follow-through.
• Resolve guest concerns professionally and ensure follow-through.
• Promote room upgrades, hotel amenities, and special offers.
• Maintain accurate guest accounts and process payments.
• Balance cash drawers and complete shift reporting when required.
• Work closely with Housekeeping, Maintenance, and hotel leadership to ensure guest satisfaction.

Skills

Customer service

Hospitality

Communication

Interpersonal skills

Multitasking

Education

High School Diploma or equivalent

Tools

HotelKey PMS

OnQ PMS

FOSSE

Opera PMS

Job description

GLMG Hotels is seeking a friendly and guest-focused Guest Service Associate (Front Desk Agent) to deliver exceptional hospitality and create a welcoming first impression for every guest. You will handle check-in/check-out, reservations, inquiries, and service recovery to support the guest experience.

You will greet guests, manage reservations through the PMS, provide information on local attractions, and collaborate with Housekeeping and Maintenance to ensure satisfaction.