Guest Service Agent

Guest Service Associate (Front Desk Agent)

GLMG Hotels

Great Lakes Management Group (GLMG Hotels) is seeking friendly, customer-focused individuals to join our team as a Guest Service Associate / Front Desk Agent.

This role is responsible for creating a welcoming first impression for guests and delivering exceptional hospitality throughout the guest experience. The Guest Service Associate manages front desk operations, guest check-in and check-out, reservations, and guest service requests while ensuring a smooth and efficient front office operation.

At GLMG Hotels, we believe Every Guest Matters and Every Team Member Matters, and our team members bring this philosophy to life through our Anchors for Success service culture.

Job Responsibilities

Guest Service & Front Desk Operations

• Welcome guests and provide a friendly and professional first impression
• Process guest check-ins and check-outs
• Handle guest reservations, cancellations, and room assignments
• Provide information about hotel amenities, services, and local attractions
• Answer phone calls and respond to guest inquiries

Guest Satisfaction & Hospitality

• Deliver exceptional customer service and hospitality
• Resolve guest concerns and provide service recovery when needed
• Ensure guests have a positive and memorable stay
• Maintain a professional and welcoming front desk environment

Administrative & Operational Support

• Process guest payments and maintain accurate guest accounts
• Maintain organized front desk records and reports
• Communicate with Housekeeping and Maintenance teams regarding guest needs
• Support overall hotel operations and teamwork

Qualifications

• Previous customer service, hospitality, or retail experience preferred
• Strong communication and interpersonal skills
• Ability to multitask in a fast-paced hotel environment
• Basic computer skills and experience with hotel property management systems (HotelKey, OnQ, FOSSE, Opera, or similar) preferred
• Flexible availability including evenings, weekends, and holidays

Why Join GLMG Hotels

• Opportunity to grow within a dynamic hospitality company
• Supportive team environment focused on guest service and teamwork
• Hands-on hospitality experience in a fast-paced hotel environment
• Opportunities for career advancement within our hotel portfolio