Guest Service Agent

Great-Lakes-Management-Group; Madison (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

USA TODAY Top Workplace Award Winner

Job summary

GLMG Hotels is seeking a friendly, professional Guest Service Associate (Front Desk Agent) to deliver memorable guest experiences and manage check-ins, check-outs, and reservations with accuracy.

You will assist guests, provide information about local attractions, resolve issues, and promote hotel offerings while working closely with housekeeping and maintenance to ensure guest satisfaction. This on-site role emphasizes welcoming service and teamwork.

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 raise issues when appropriate.
• 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

Front desk

Customer service

Interpersonal skills

Communication skills

PMS knowledge

Education

High school diploma or equivalent

Tools

HotelKey

OnQ

FOSSE

Opera

Job description

Guest Service Associate (Front Desk Agent)

Great Lakes Management Group (GLMG Hotels)

USA TODAY Top Workplaces Award Winner – 2024, 2025 & 2026 Join an award-winning hospitality company and become the face of our hotel by creating memorable guest experiences and delivering exceptional service from arrival to departure.

• Competitive Pay
• Paid Time Off (PTO)
• Paid Holidays
• Leadership Development Programs
• Employee Recognition Programs
• Supportive Team-Oriented Culture
• Work for a USA TODAY Top Workplace Award Winner (2024, 2025 & 2026)

Position Summary

GLMG Hotels is seeking a friendly, professional, and guest-focused Guest Service Associate (Front Desk Agent) to provide exceptional hospitality and create a welcoming first impression for every guest. This position is responsible for guest check-in and check-out, reservations, guest inquiries, service recovery, and supporting the overall guest experience.

What You'll Do

• 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 Property Management System (PMS).
• Provide information about hotel amenities, services, and local attractions.
• Respond promptly to guest requests and ensure follow-through.
• Resolve guest concerns professionally and raise issues when appropriate.
• 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.

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.
• Ability to multitask and thrive in a fast-paced hospitality environment.

Why GLMG Hotels?

At GLMG Hotels, we believe Every Guest Matters and Every Team Member Matters. Our Anchors for Success guide everything we do. We invest in our people, celebrate success, and create opportunities for growth while delivering exceptional hospitality experiences for our guests, team members, and owners.