Guest Service Agent

Come work for an iconic resort where quality is priority. 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. Madden’s 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.  Madden’s is currently seeking the position of Seasonal Guest Service Agent for the 2024 summer season. 

General Purpose: Oversees the Guest Service staff and operations, coordinates/plans social groups. The position is designed to service Madden’s social guests and families through the coordination and implementation of resort activities.

 Duties and Responsibilities:

♦ 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.

Education/Experience:

♦ High school diploma or general education degree (GED);  ♦ One to three months related experience and/or training ♦ Equivalent combination of education and experience.

Physical Demands:

♦ Must be able to stand for up to 8 hours per day. ♦ Minimum lifting ability of 25 pounds. 

Certificates/Licenses:

♦ Valid Driving License ♦ Clear and Unblemished Background Check

 Job Knowledge, Skill, and Ability Preferences:

♦ Excellent communication skills. ♦ Basic reading and math skills. ♦ Knowledge of adding machine and computer operations. ♦ Able to type 30+ wpm. ♦ Must be able to keep a calm professional manner under stressful situations. ♦ Must be able to answer questions regarding the resort and the Brainerd Lakes area. ♦ Maintains a proactive “Can Do” attitude.

 Madden's on Gull Lake is an EEO/Affirmative Action/M/F/Veteran/Disabled Employer