Guest Svcs Agent

Shanty Creek Ski and Golf Resort LLC; Kearney Township (MI); On-site; USD 19,000 - 28,000; Full time

Job summary

Shanty Creek Ski and Golf Resort LLC is seeking a Front Desk Agent at Lakeview Hotel to create a welcoming guest experience. You will handle check-ins, payments, reservations, and guest inquiries with a friendly and professional demeanor.

The role requires strong communication, multitasking, and computer skills, working with housekeeping and other departments to ensure guest needs are met promptly. Prior hospitality experience is preferred.

Qualifications

• High school diploma or equivalent.
• Previous customer service experience, preferably in hospitality.
• Strong verbal and written communication skills.
• Ability to provide friendly, professional service to guests and coworkers.
• Basic computer skills and the ability to learn reservation and property management systems.
• Ability to multitask, prioritize responsibilities, and stay organized.

Responsibilities

• Greet and welcome guests upon arrival, creating a friendly first impression.
• Manage guest check-ins and check-outs, verify information, assign rooms, and process payments.
• Answer incoming calls, respond to inquiries, and provide information about resort accommodations and services.
• Assist guests with reservations, modifications, cancellations, and special requests.
• Address guest concerns professionally, aiming for timely resolutions.
• Maintain accurate guest records, reservation details, and billing information.
• Coordinate with housekeeping and maintenance to communicate room status and needs.
• Provide information about resort activities, dining options, local attractions, and events.
• Maintain a clean, welcoming front desk and lobby area.
• Follow procedures for handling payments and confidential records.
• Communicate with team and management to ensure smooth daily operations.
• Perform other duties to support guest satisfaction and resort operations.

Skills

Guest Service

Communication

Problem-Solving

Attention to Detail

Organization & Multitasking

Teamwork

Adaptability

Technology

Education

High School Diploma or Equivalent

Tools

Property Management System (PMS)

Reservation Software

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Front Desk Agent – Lakeview Hotel

About Shanty Creek Resorts

Shanty Creek Resorts is committed to providing our guests with a unique Up North experience. Our friendly, caring staff welcomes guests with exceptional service and old-fashioned hospitality. We believe honest, long-lasting relationships with our guests, employees, neighbors, and surrounding environment allow us to grow our business.

About the Role

The Front Desk Agent at Lakeview Hotel plays an important role in creating a welcoming and memorable experience for our guests. As one of the first points of contact, this position is responsible for providing exceptional customer service while ensuring efficient and accurate front desk operations.

Responsibilities include greeting guests, managing check-ins and check-outs, processing reservations and payments, answering questions, and assisting with guest requests. The Front Desk Agent also works closely with housekeeping, maintenance, and other departments to ensure guest needs are addressed promptly.

Success in this role requires a friendly and professional attitude, strong communication skills, attention to detail, and the ability to manage multiple tasks in a fast-paced hospitality environment.

Minimum Qualifications

High school diploma or equivalent.

Previous customer service experience, preferably in the hospitality industry.

Strong verbal and written communication skills.

Ability to provide friendly, professional service to guests and coworkers.

Basic computer skills and the ability to learn reservation and property management systems.

Ability to multitask, prioritize responsibilities, and remain organized.

Preferred Qualifications

Previous experience working in a hotel, resort, or front desk environment.

Experience with hotel property management systems or reservation software.

Hospitality or customer service training or certification.

Essential Duties and Responsibilities

Greet and welcome guests upon arrival, creating a friendly and positive first impression.

Manage guest check-ins and check-outs, including verifying information, assigning rooms, and processing payments.

Answer incoming calls, respond to guest inquiries, and provide accurate information about resort accommodations, amenities, and services.

Assist guests with reservations, modifications, cancellations, and special requests.

Address guest concerns and complaints professionally, working toward timely and appropriate resolutions.

Maintain accurate guest records, reservation details, and billing information.

Coordinate with housekeeping and maintenance to communicate room status, guest requests, and service needs.

Provide information about resort activities, dining options, local attractions, and upcoming events.

Maintain a clean, organized, and welcoming front desk and lobby area.

Follow established procedures for handling payments, guest information, and confidential records.

Communicate effectively with team members and management to ensure smooth daily operations.

Perform other duties as assigned to support guest satisfaction and resort operations.

Skills and Competencies

Guest Service: A genuine commitment to providing friendly, attentive, and professional service.

Communication: Strong verbal and written communication skills to interact effectively with guests, coworkers, and other departments.

Problem-Solving: Ability to respond calmly and professionally to guest concerns and identify appropriate solutions.

Attention to Detail: Accuracy in processing reservations, payments, and guest information.

Organization and Multitasking: Ability to manage competing priorities while maintaining a positive guest experience.

Teamwork: Willingness to collaborate with other departments to support efficient resort operations.

Adaptability: Flexibility to respond to changing guest needs and operational demands in a fast-paced environment.

Technology: Comfort using computers, reservation systems, and standard office equipment.

Work Environment and Scheduling

Work is primarily performed in the Lakeview Hotel front desk and guest service environment.

The position requires frequent interaction with guests, employees, and resort departments.

Must be comfortable standing or sitting for extended periods and performing routine computer-based tasks.

Scheduling may include mornings, evenings, weekends, and holidays based on operational needs.

Must be able to maintain a professional appearance and positive attitude throughout scheduled shifts.