Front Desk: Guest Service Agent

Madden's is an award-winning resort, located on more than 1,000 acres, that anticipates the wishes and desires of vacationers and offers them fantastic golf, upscale dining, lakeside spa, tennis, activity programs for children, biking, shopping, and art gallery with painting classes and almost every kind of on-the-water recreation possible in Minnesota, including fishing. Maddens has distinguished itself by an emphasis on gracious hospitality, quality, and diversity. Our philosophy is simply to provide the best that Minnesota has to offer. Maddens is currently seeking Front Desk Guest Service Agent for our summer 2025 season.

• Responsible for checking guests in and out of the resort.
• Issues room keys, guest ID cards and resort information in a timely manner.
• Answers all in-house phone calls.
• Works in conjunction with the guest services department to ensure guest satisfaction.
• Answers/handles guest questions, comments and concerns.
• Stocks resort and chamber of commerce brochures.
• Assists in the arrangement of guest transportation.
• Computes and processes all guest folios, room charges, and statements.
• Processes reports as assigned by supervisor.
• Performs accurate cash handling and credit control.
• Assists the reservations department, handling after hours and over-flow reservations coverage.
• Works closely with housekeeping to ensure a prompt check-in/out process.
• Makes restaurant reservations and refers large parties to the appropriate manager.
• Operates the Property Management System (V1) and Microsoft Office applications.
• Maintains knowledge of room types, room and package rates and availability.
• Uses suggestive selling techniques to sell rooms and promote other services.
• Attends department meetings as required.
• Uses proper mail, package and message handling procedures.
• Maintains awareness of daily activities and meetings by review of the event schedule.
• Reports any unusual occurrences or requests to the designated manager.
• Retains knowledge of all safety and emergency procedures.
• Understands that business demands sometimes result in different shift patterns.
• All other duties as assigned.

Skills and Abilities:

• Excellent listening, speaking, and communication skills.
• Great decision-making skills.
• Must be able to work alongside other people and independently.
• Knowledge of Brainerd Lakes Area.
• Knowledge of Adding machine and computer operations.

Education/Experience:

• High school diploma/GED preferred.
• 1 Year of guest service or other relevant experience or education required.

Supervisory Responsibilities:

This position does not require any supervisory responsibilities.

Work Environment:

Work is performed inside at a desk environment.

Physical Demands:

Primarily standing for prolonged periods of time (up to 8 hours). occasionally required to stoop, kneel, bend, crouch and occasionally lift up to 30 pounds.

Expected Hours of Work:

Variable work schedule with weekends included.

Travel:

Less than 10% travel required.