What are the responsibilities and job description for the Front Desk Agent position at Hotel Investment Services?
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.
The responsibilities of a Front Desk Agent include:
- Processing all reservation requests, changes, and cancellations received by phone, fax, or email.
- Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers.
- Accommodate and document special requests.
- Answer questions about property facilities/services and room accommodations.
- Follow sales techniques to maximize revenue. Input and access data in reservation system. Indicate 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.
- Follow proper escalation procedures when addressing guest concerns.
- Speak with others using clear and professional language; answer telephones using appropriate etiquette.
- Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
- Comply with quality assurance expectations and standards.
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
- Perform other reasonable job duties as requested by Supervisors.
Education and Experience:
- High school diploma or GED
- There is 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
