Front Desk Agent

Hotel Earl; Michigan; On-site; USD 25,000 - 40,000; Full time

Job summary

An established industry player located on the picturesque Mackinac Island is seeking an enthusiastic Front Desk Agent to join their vibrant team. This role is perfect for individuals who thrive in a customer-focused environment and enjoy meeting new people from diverse backgrounds. As a Front Desk Agent, you will be responsible for managing reservations, addressing guest inquiries, and ensuring a seamless check-in experience. With no prior experience required and on-the-job training provided, this is a fantastic opportunity to develop your skills in the hospitality industry while enjoying the charm of island life. If you have a passion for service and a positive attitude, this position is calling your name!

Qualifications

• No experience needed; training on the job provided.
• Positive attitude and professionalism in customer service.

Responsibilities

• Process reservation requests and changes received by phone, fax, or email.
• Develop positive relationships with guests and team members.

Skills

Customer Service

Communication Skills

Organizational Skills

Education

High School Diploma or GED

Tools

Hotel Operating Applications (e.g., Hilton OnQ, Opera, Infor)

Job description

The Lake View Hotel is situated at the end of Main Street on historic Mackinac Island. With 80% of the island protected by a Michigan State Park, the island is flush with outdoor recreational activities while having a vibrant business community and tourism industry. Mackinac Island is the number one tourist destination in the Midwest. No cars are on the island, just bicycle, foot, and horse traffic. It is like going back in time! With over 10,000 visitors a day, it is a great place to live and play.

We employ approximately 30 people over the course of the summer season from early May through October. We are looking for staff who are energetic and interested in meeting new people from other parts of the country as well as other cultures.

Responsibilities of a Front Desk Agent:

• Processing all reservation requests, changes, and cancellations received by phone, fax, or email.
• Identifying guest reservation needs and determining appropriate room type. Verifying availability of room type and rate. Explaining guarantee, special rate, and cancellation policies to callers.
• Accommodating and documenting special requests.
• Answering questions about property facilities/services and room accommodations.
• Following sales techniques to maximize revenue. Inputting and accessing data in the reservation system. Indicating special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.
• Following proper escalation procedures when addressing guest concerns.
• Speaking with others using clear and professional language; answering telephones using appropriate etiquette.
• Developing and maintaining positive working relationships with others; supporting the team to reach common goals; listening and responding appropriately to the concerns of other employees.
• Complying with quality assurance expectations and standards.
• Moving, lifting, carrying, pushing, pulling, and placing objects weighing less than or equal to 10 pounds without assistance.
• Performing other reasonable job duties as requested by Supervisors.

Education and Experience:

• High school diploma or GED.
• No experience needed; training on the job provided.
• Work experience as a Hotel Front Desk Agent, receptionist, host/hostess, food and beverage, or customer-service based role. Experience (preferred, but not required) with hotel operating applications like Hilton OnQ, Opera, Infor, etc.
• Customer service positive attitude and professionalism.
• Excellent communication and organizational skills, including proficiency in computer applications such as email and Internet navigation.