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Front Desk Agent

Drummond Island Resort

Nestled on more than 2,000 acres along the shores of beautiful Potagannissing Bay, Drummond Island Resort is one of Michigan's premier four-season destination resorts. From championship golf at The Rock, waterfront dining, marina services, and outdoor adventures to exceptional lodging, weddings, meetings, and family vacations, our resort offers guests an unforgettable island experience. Our Front Desk Agents are the first and last impression of the resort, playing a critical role in creating memorable guest experiences through outstanding hospitality, professionalism, and personalized service.

Position Overview

The Front Desk Agent serves as the primary point of contact for guests before, during, and after their stay. This position is responsible for reservations, guest check-in and check-out, resort information, cashiering, guest service recovery, and promoting the many amenities and activities available throughout Drummond Island Resort. This is a seasonal position

Successful candidates are friendly, organized, detail-oriented, and enjoy helping guests create memorable vacation experiences.

Essential Duties & Responsibilities

Guest Service

• Welcome guests with a warm, friendly, and professional demeanor.
• Perform all guest check-in and check-out procedures accurately and efficiently.
• Register guests, verify identification and payment information, and assign accommodations.
• Respond promptly and professionally to guest requests, questions, and concerns.
• Resolve guest issues whenever possible and escalate concerns appropriately when necessary.
• Provide personalized recommendations for resort activities, dining, local attractions, and island experiences.
• Create positive guest interactions that encourage repeat visits and referrals.

Reservations

• Process reservation requests received by phone, email, online booking channels, and walk-in guests.
• Modify and cancel reservations while following established policies.
• Verify room or cabin availability and recommend accommodations that best meet guest needs.
• Explain room types, rates, resort packages, deposit requirements, guarantees, and cancellation policies.
• Document guest preferences and special requests accurately.
• Maintain accurate reservation records within the property's reservation system.

Resort Sales & Guest Information

Educate guests on the many experiences available throughout Drummond Island Resort, including:

• The Rock Golf Course and tee time reservations
• The Range Sporting Clays & Skeet Shooting
• The Ridge ORV Park
• Marina slip rentals
• Bicycle rentals
• Kayak, canoe, and paddleboard rentals
• Paintball
• Golf memberships
• Fitness memberships
• Dining reservations at Bayside Dining and Pins Bar & Grill
• Weddings, meetings, and resort events

Front Desk Operations

• Maintain accurate guest accounts and payment information.
• Process cash, credit card, and electronic payments according to company procedures.
• Maintain accurate records of guest arrivals, departures, and room status.
• Coordinate with Housekeeping regarding room readiness and guest requests.
• Communicate effectively with Maintenance, Food & Beverage, Golf, Recreation, and other departments to ensure exceptional guest experiences.
• Assist with group arrivals, weddings, conferences, and VIP guests.
• Maintain cleanliness and organization of the Front Desk and lobby area.

Guest Relations

• Assist guests with dining reservations and activity scheduling.
• Provide directions and transportation information.
• Be knowledgeable of island events, attractions, ferry schedules, and seasonal activities.
• Handle guest concerns calmly, professionally, and with urgency.
• Follow all guest service recovery procedures established by management.

Additional Responsibilities

• Assist with setting up and maintaining the Lodge continental breakfast when assigned.
• Answer telephones using professional etiquette.
• Respond to emails promptly and accurately.
• Maintain confidentiality of guest information.
• Follow all resort safety, security, and cash handling procedures.
• Assist other departments during busy periods as needed.
• Perform additional duties as assigned.

Qualifications

• High School Diploma or GED
• Excellent customer service skills
• Strong verbal and written communication skills
• Professional appearance and positive attitude
• Strong organizational and multitasking abilities
• Basic computer proficiency including Microsoft Office, email, and internet applications
• Ability to work flexible hours including evenings, weekends, and holidays

Preferred

• Previous hotel, resort, hospitality, or customer service experience
• Experience with hotel property management systems (Infor HMS, Opera, Hilton OnQ, or similar)
• Cash handling experience

Physical Requirements

• Ability to stand for extended periods.
• Ability to walk throughout the resort property.
• Ability to occasionally lift and carry up to 20 pounds.
• Ability to use computers, telephones, and office equipment throughout the workday.
• Ability to work in a fast-paced hospitality environment.