Join our incredible team at Lakeside Resort on beautiful Houghton Lake!
The resort was purchased in June 2025 and is under new ownership and management. Investment and updates to the resort are ongoing. Apply today to meet the management team and see the improvements!
The Front Desk Agent serves as the first point of contact for guests and is responsible for delivering exceptional guest service throughout the arrival, stay, and departure experience. This role manages guest check-ins and check-outs, reservations, and guest requests while ensuring accurate billing and adherence to hotel policies and brand standards. The Front Desk Agent plays a vital role in creating a welcoming, efficient, and professional environment while exceeding guest expectations and promoting the Lakeside Resort experience.
Key Responsibilities
- Welcome guests with a friendly, professional, and courteous demeanor during check-in and check-out.
- Process guest reservations, room assignments, modifications, and cancellations accurately.
- Verify guest information, collect payments, and issue room keys in accordance with company procedures.
- Respond promptly and professionally to guest inquiries, requests, and concerns, resolving issues whenever possible or escalating as appropriate.
- Maintain accurate guest records, billing information, and account adjustments within the Property Management System (PMS).
- Handle cash, credit card transactions, and balance cash drawers according to established accounting procedures.
- Answer incoming telephone calls and provide accurate information regarding reservations, room availability, resort amenities, dining options, and local attractions.
- Coordinate with Housekeeping, Maintenance, Food & Beverage, and other departments to ensure guest needs are met promptly.
- Promote resort amenities, special events, dining outlets, recreational activities, and upgrades when appropriate.
- Monitor room inventory and communicate room status effectively with Housekeeping.
- Follow all company policies, safety procedures, cash handling procedures, and guest privacy standards.
- Maintain a clean, organized, and professional front desk, lobby, and work area.
- Assist with group arrivals, departures, and special accommodations as needed.
- Perform other duties as assigned to support resort operations.
Key QualificationsRequired
- High school diploma or equivalent.
- Previous customer service experience.
- Strong verbal and written communication skills.
- Basic computer proficiency, including Microsoft Office, email, and reservation systems.
- Strong organizational skills with the ability to multitask in a fast-paced environment.
- Professional appearance and positive attitude.
- Ability to work flexible schedules, including mornings, evenings, weekends, and holidays.
Preferred
- Previous hotel, resort, or hospitality front desk experience.
- Experience using hotel Property Management Systems (PMS) such as Opera, StayNTouch, or similar.
- Experience handling cash, credit card transactions, and balancing daily receipts.
- Knowledge of hospitality industry standards and guest service best practices.
Skills & Competencies
- Outstanding guest service and hospitality mindset.
- Excellent communication and interpersonal skills.
- Strong attention to detail and accuracy.
- Ability to remain calm and professional during busy periods.
- Effective problem-solving and conflict resolution skills.
- Ability to work independently and collaboratively as part of a team.
- Strong organizational and time-management skills.
- Dependable, trustworthy, and adaptable.
Working Environment
- On-site position based at Lakeside Resort.
- Frequent interaction with guests, visitors, and resort staff.
- Requires standing and walking for extended periods.
- May occasionally lift or move items weighing up to 25 pounds.
- Schedule may include mornings, evenings, weekends, holidays, and overtime as business demands.
