Hotel Front Desk Associate

Job Description

Job Description

The Hotel Front Desk Associate provides a welcoming and professional experience for guests staying at Stone Hotel and other Interlochen lodging accommodations. This position supports all aspects of the guest experience, including reservations, check-in and check-out, answering questions, processing payments, and assisting guests throughout their stay. The Front Desk Associate also serves as a central point of communication for the organization by answering and directing incoming calls. This position requires strong customer service skills, attention to detail, and the ability to manage multiple priorities in a guest-focused environment.

Essential Duties & Responsibilities:

• Welcome guests and provide friendly, professional service throughout their stay.
• Process guest check-ins and check-outs accurately and efficiently.
• Create and manage hotel reservations received online, by phone, and in person.
• Answer questions regarding hotel accommodations, Interlochen Center for the Arts, campus activities, and the surrounding area.
• Answer and appropriately route incoming calls through Interlochen's main switchboard.
• Process cash and credit card transactions accurately and maintain appropriate records.
• Assist guests with luggage and other reasonable needs during arrival and departure.
• Respond to guest questions, concerns, and service issues, escalating matters when appropriate.
• Maintain accurate guest and reservation information in hotel systems.
• Communicate relevant guest needs, maintenance concerns, housekeeping needs, and other issues to appropriate departments.
• Maintain an organized, professional, and welcoming front desk and lobby environment.
• Work collaboratively with Lodging, Housekeeping, Facilities, Safety, and other campus departments to support guest needs.
• Follow established procedures related to guest privacy, safety, security, cash handling, and hotel operations.
• Demonstrate professionalism and discretion when interacting with students, families, employees, artists, donors, board members, and other campus guests.
• Perform other duties as assigned.

• High school diploma or equivalent required.
• Previous customer service experience required; hotel, hospitality, front desk, or guest services experience preferred.
• Comfortable using computers and learning reservation, payment, and communication systems.
• Strong customer service and interpersonal skills with the ability to create a welcoming experience for a wide variety of guests.
• Ability to communicate clearly and professionally in person, by phone, and in writing.
• Ability to manage multiple priorities and remain organized in a busy front desk environment.
• Ability to handle guest concerns and challenging situations calmly and professionally.
• Strong attention to detail when managing reservations, payments, and guest information.
• Ability to work independently while collaborating effectively with other departments.
• Ability to exercise sound judgment and maintain appropriate confidentiality.
• Dependable and punctual with the ability to work a flexible schedule based on hotel needs, including evenings, weekends, and holidays as required.
• Must meet and maintain Interlochen's background screening requirements.
• Demonstrated commitment to creating a welcoming and respectful environment for people of diverse backgrounds and experiences.