Guest Service Agent

Job Description

Job Description

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