Position Overview
The Guest Service Associate is responsible for creating a welcoming and positive first impression for all hotel guests. This role manages front desk operations, including guest check-in and check-out, reservations, guest inquiries, and service recovery.
The Guest Service Associate plays a critical role in delivering exceptional hospitality while ensuring smooth daily operations. This position requires strong customer service skills, attention to detail, and the ability to multitask in a fast-paced environment.
At GLMG Hotels, we believe Every Guest Matters and Every Team Member Matters, and Guest Service Associates bring this philosophy to life through our Anchors for Success service culture.
GLMG Culture – Anchors for Success
At Great Lakes Management Group (GLMG Hotels), our culture is guided by our Anchors for Success, which define how we serve our guests and support our team members. Guest Service Associates are expected to demonstrate these principles in every guest interaction.
Anchors for Success
· Great Guest Service – Deliver exceptional hospitality and ensure every guest interaction reflects professionalism, warmth, and responsiveness.
· Proper Telephone Skills – Answer calls within three rings using the approved greeting and end calls with 'My Pleasure.'
· Master the Facts – Be knowledgeable about hotel amenities, services, and local attractions so you can assist guests effectively.
· Pick Up and Pitch In – Promote teamwork and help maintain cleanliness and organization throughout the property.
· Communication – Maintain clear and respectful communication with guests and team members.
· Professional Pride – Maintain a professional appearance, proper uniform standards, and a positive attitude.
· Quality – Ensure guests never have to ask more than once for a reasonable request.
· Safety – Report safety concerns immediately to ensure a safe environment for guests and staff.
· Hospitality – Actively listen to guest concerns and ensure they are resolved promptly.
· Service Opportunities are Sales Opportunities – Engage guests and promote hotel services that enhance their stay.
Key ResponsibilitiesGuest Service & Front Desk Operations
· 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 to guest requests and ensure prompt follow-through.
Guest Satisfaction & Service Recovery
· Address guest concerns and resolve issues quickly and professionally.
· Escalate complex issues to management when necessary.
· Monitor guest feedback and ensure guest satisfaction throughout the stay.
· Create positive guest experiences that encourage repeat visits.
Reservations & Revenue Support
· Promote available room types, hotel amenities, and special offers when appropriate.
· Assist with reservations and ensure accurate guest information is entered into the system.
· Support hotel revenue goals through effective guest engagement.
Administrative Responsibilities
· Maintain accurate guest accounts and process payments.
· Balance cash drawer and complete end-of-shift reporting when required.
· Maintain organized front desk workspaces and ensure all procedures are followed.
Teamwork & Hotel Support
· Communicate effectively with Housekeeping, Maintenance, and Management regarding guest needs.
· Assist with coordinating guest requests such as early check-ins, late check-outs, and special accommodations.
· Support other departments when needed to ensure smooth hotel operations.
Safety & Security
· Follow hotel safety and security procedures.
· Monitor lobby and guest areas for safety concerns.
· Report incidents, maintenance issues, or suspicious activity to management.
QualificationsEducation
High school diploma or equivalent preferred.
Experience
· Previous customer service or hospitality experience preferred
· Front desk or hotel experience is a plus
Skills & Competencies Customer Service
Strong interpersonal skills with the ability to provide friendly and professional guest service.
Communication
Clear verbal and written communication skills.
Technology
Experience with Property Management Systems (PMS) such as HotelKey, OnQ, FOSSE, Opera, or similar systems preferred.
Multitasking
Ability to manage multiple tasks in a fast-paced hospitality environment.
Problem Solving
Ability to resolve guest concerns quickly and effectively.
Work Environment & Physical Requirements
· Ability to stand for extended periods of time.
· Ability to lift up to 25 pounds occasionally.
· Work schedule may include evenings, weekends, and holidays.
Must be able to interact with guests in a professional and friendly manner throughout the shift
Pay: $15.00 - $18.00 per hour
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
