Guest Service Agent

Guest Service Associate (Front Desk Agent)

Great Lakes Management Group (GLMG Hotels)

USA TODAY Top Workplaces Award Winner – 2024, 2025 & 2026

• 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)

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.

• 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 escape 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.

• 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 Hotel Key, OnQ, FOSSE, Opera, or similar platforms preferred.
• Ability to multitask and thrive in a fast-paced hospitality environment.

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.