Hotel Management Internship

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 seasonal Hotel Management Interns for the Summer 2026 season. The Hotel Management Internship is a ten to twelve-week, structured program which contains assignments that will provide learning objectives that give students the opportunity to gain hands-on experience in the hotel industry.  

This position will primarily rotate through the Front Desk Agent, Night Audit, Front Desk Supervisor, Housekeeping and all Guest Service-related roles. You will also assist the sales team to learn about marketing, planning and reservations. In this internship you will gain practical experience furthering your development in hospitality, building professional networks and gain insight into career aspirations.

Expectations to be maintained throughout all positions:

• Follow and uphold Madden’s Core Values
• Ability to manage difficult or emotional customer situations; includes the ability to respond promptly to customer needs and requests for service and assistance.
• Adaptability to demanding/fast paced environment.
• Contribute to an overall exceptional experience for the guest.

Duties and Responsibilities

Front Desk Agent:

• 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.
• Answers/handles guest questions, comments, and concerns.
• 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.
• 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 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, packaging, and message handling procedures.
• Maintains awareness of daily activities and meetings by reviewing the event schedule.
• Reports any unusual occurrences or requests to the designated manager.
• Retains knowledge of all safety and emergency procedures.

Front Desk Supervisor

• Oversees all front desk operations.
• Supervises front desk and guest service agents.
• Ensures that night audit, front desk, guest service agents complete all checklists.
• Verifies all cash and credit control procedures are adhered to.
• Reviews all group arrivals to ensure that billing and room rates are accurate.
• Reviews daily arrivals report making notes on special comments/requests and VIP’s.
• Conducts shift briefing, reviewing the day’s activities with all staff on duty.
• Assists the Director and the Assistant Director in budget preparation/monitoring
• Monitors and administrates the guest prompt response log.
• Operates the PBX (switchboard).

Night Auditor

• Responsibilities include the night audit function and administration of the Visual One system.
• Monitor all revenue outlets including the daily review of POS reports.
• Preparation of the Daily Cash and Credit Card report.
• Responsible for all system backups on the property.
• Account for cash on hand balances including the safe.

Housekeeping

• Inspect rooms and public areas, ensure that all guest rooms and public areas meet or exceed standards.
• Report status and/or discrepancies of rooms and public areas to the Executive Housekeepers.
• Responsible for cleaning guest rooms, public spaces and work with housekeepers in all areas.
• Ensures all operational and safety procedures are properly followed.
• Maintains a safe working environment following the SDS manual for chemicals.

Skills and Abilities:

• Excellent communication skills.
• Basic reading and math skills.
• Knowledge of 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.
• Maintains a proactive “Can Do” attitude.

Education/Experience:

To qualify for the intern opportunity, you must be enrolled in a hotel/tourism/hospitality program at a 2- or 4-year degreed school.

Supervisory Responsibilities:

This position does not require any supervisory responsibilities.

Work Environment:

Work is performed in multiple outlets and facilities. 

Physical Demands:

Primarily stationery such as sitting or standing for prolonged periods of time. Must have the ability to stand, walk, talk/hear, both in person and by telephone, occasionally required to stoop, kneel, bend, crouch and lift to 50-pound boxes and items sometimes repeatedly.

Expected Hours of Work:

Variable hours and days worked.

Travel:

Less than 10% travel required.