Guest Service Agent
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Great Lakes Management Group
Johnston, IA, US
Summary
The Guest Service Agent is responsible for managing guest check-ins, check-outs, and reservations while providing exceptional hospitality. They also handle guest inquiries, resolve concerns, and coordinate with other hotel departments to ensure a positive guest experience.
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.
Benefits & Perks
- Competitive Pay
- Medical, Dental, Vision, Critical, Accident, & Life Insurance
- Paid Time Off (PTO)
- Paid Holidays
- Hotel Discounts
- Career Growth & Advancement Opportunities
- Leadership Development Programs
- Employee Recognition Programs
- Supportive Team-Oriented Culture
- Flexible Scheduling Opportunities
- 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 escalate 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.
glmg | hotels is a Wisconsin-based property development and management company currently operating 12 hotels in Wisconsin, Illinois and Iowa as well as one apartment building in Missouri. Since 1997, we've been providing professional site development and management services throughout the Midwest — expanding our portfolio with new and existing properties.
Our superior approach to property management assures owners and investors their investments are protected while establishing and maintaining a system to maximize revenue. Our team takes an active role in the daily operations of all managed properties to ensure high levels of service and customer satisfaction. Ongoing reviews of each property's sales efforts, yield management, finances/accounting, reservation system, housekeeping, maintenance and staffing are conducted to optimize return on investment.
We proactively monitor and evaluate competitors in each market, conduct sales calls, generate sales leads, complete sales and marketing plans, manage marketing campaigns, maintain licensing and compliance, and cover all other related aspects of administration.
Founded
1997
Company size
51-200 employees
Industry
Hospitality
Org type
Privately Held
Headquarters
Madison, Wisconsin
glmg | hotels is a Wisconsin-based property development and management company currently operating 12 hotels in Wisconsin, Illinois and Iowa as well as one apartment building in Missouri. Since 1997, we've been providing professional site development and management services throughout the Midwest — expanding our portfolio with new and existing properties.
Our superior approach to property management assures owners and investors their investments are protected while establishing and maintaining a system to maximize revenue. Our team takes an active role in the daily operations of all managed properties to ensure high levels of service and customer satisfaction. Ongoing reviews of each property's sales efforts, yield management, finances/accounting, reservation system, housekeeping, maintenance and staffing are conducted to optimize return on investment.
We proactively monitor and evaluate competitors in each market, conduct sales calls, generate sales leads, complete sales and marketing plans, manage marketing campaigns, maintain licensing and compliance, and cover all other related aspects of administration.
Founded
1997
Company size
51-200 employees
Industry
Hospitality
Org type
Privately Held
Headquarters
Madison, Wisconsin
