Guest Service Agent

Drury Hotels; Grand Rapids, Northern (MI, KY); Hybrid; USD 17,000 - 22,000; Full time

Job summary

Drury Hotels in Grand Rapids, MI is seeking a friendly, detail-oriented Front Desk Associate to greet guests, manage check-in/check-out, and promote hotel programs. You will support breakfast service and evening Kickback, while maintaining guest records and cash handling with a positive service attitude.

Ideal candidates are energized by guest interaction, able to multitask, and comfortable working independently on a busy front desk. On-site role with opportunities for growth.

Qualifications

• Friendly, highly organized communicators with multitasking ability.
• Experience handling money and office equipment.
• Proficient in English and able to follow directions.
• Ability to work independently as scheduled.

Responsibilities

• Assist guests in a friendly, efficient, courteous, and professional manner.
• Check guests in and out, promote programs, maintain guest records, cash handling, monitor satisfaction, resolve problems.
• Assist with breakfast and 5:30 p.m. Kickback service, including prep, service, and cleanup.
• Maintain high integrity, service, and hospitality to promote the Drury culture.
• Provide courteous, friendly guest service with a +1 Service attitude.

Skills

Warm and friendly

Attention to detail

Money handling

Office machines

English proficiency

Multitasking

Tools

Cash register

POS system

Guest records software

Job description

Excited to grow your career?

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!

Our people make all the difference in our success.

WHAT YOU CAN EXPECT FROM US

So. Much. More.

Just as our guests deserve more, so do you deserve more. Be valued for what you do and who you are ... and well compensated for all you accomplish.

• Work-life-balance– Flexible scheduling, paid time off, hotel discounts and free room nights

• Career growth -Mentorship, cross-training, development plans, management training, and more-over 200 internal promotions this year

• Retirement -Company-matched 401(k)

• Award-winning- Ranked among Newsweek's America's Greatest Workplaces 2025

• Incentives -Quarterly bonuses up to $3200/year (we succeed together!) based on hotel results

What you will do:

Serve as the happy, helpful face of our hotel to guests entering and departing our front door.

Ensure exceptional, positive experiences for our diverse team members and guests.

• Assist guests in a friendly, efficient, courteous, and professional manner.

• Perform front desk related functions, which include checking guests in and out, promoting company programs, maintaining guest records, cash handling, monitoring guest satisfaction, and problem resolution.

• Assist with breakfast and 5:30 p.m. Kickback service, which may include food preparation, set up, guest service (host or bartender), and clean-up.

• Present and maintain a high standard of integrity, service, and hospitality to promote the Drury culture to customers and co-workers.

• Ensure an exceptional guest experience by providing courteous, friendly, guest service with a +1 Service attitude.

What we expect of you:

With your can-do spirit and unique personality, you will shine at Drury Hotels.

We seek friendly, highly organized communicators and multitaskers with these qualifications.

• Warm and friendly manner in relating to and interacting with the public

• Demonstrated attention to detail while handling multiple tasks simultaneously

• Familiarity with handling money, making change, and using office machines in day-to-day activities

• Ability to speak and receive direction (written and verbal direction) in English

• Willingness and ability to work alone as scheduled