Lead Guest Services Agent

Full Time: Yes

Number of Workers Requested: 4

Job Duties: Assist the Guest Services Manager and Evening Manager and be responsible for coordinating the Front Desk Agents and Bellmen / Dockporters. Work with and provide direction to the Front Desk Agents and Bellmen / Dockporters on an as needed basis, to accomplish a variety of tasks and respond to guest needs and requests to ensure the highest level of guest service. Front Desk staff: Provide advice, guidance, support, and direction to the Front Desk staff; contact individuals mentioned in the previous night’s Front Desk Report to attend to any needs they may have; contact all VIP guests for that day; work with the Guest Services Manager and Evening Manager to handle any guest complaints/issues; complete the daily shift report; assist Front Desk staff with check-ins/outs as needed; work with Front Desk staff to complete daily checklists; Monitor the PBX staff and logs to ensure all items have been attended to/followed up; work with the Housekeeping Department to ensure room statuses are up to date and accurate; call Housekeeping Department with early checkouts/extended stays/priority rooms/late checkouts; assist Guest Services Manager with ensuring proper staffing levels for peaks and low occupancy levels; assist Guest Services Manager and Evening Manager in training and coaching Guest Services staff in performance of their duties. Bellman / Dockporter: Provide advice, guidance, support and direction to the Bellmen and Dockporters; Ensure that all luggage is tagged and delivered correctly; distribute checked-in luggage tags to bellmen in effort to keep guests’ waiting times at a minimum; assist the Guest Services Manager and Evening Manager to handle customer complaints and resolve issues; in the event of misplaced luggage, communicate with dock porters, ferry docks, and other hotels to locate and return luggage to guests; conduct inventory of luggage tags and work with the Guest Services Manager to place orders for additional tags when necessary; keep the lobby and bell stand clean and tidy at all times; assist Guest Services Manager with ensuring proper staffing levels for peaks and low occupancy levels; assist Guest Services Manager and Evening Manager in training and coaching Bellmen / Dockporters in performance of their duties; be knowledgeable about the resort, the island and any functions occurring during the day; complete any other tasks assigned by the guest services manager. May perform other job duties pursuant to 43-4081.00 - Hotel, Motel, and Resort Desk Clerks. F.a.5a-F.a.6b: 35 hours/week. 7+ hour shifts with 30-minute unpaid break each shift; shifts vary based on venue and may be any time between 7:00 am and 11:00 pm. 5 days per week, Sun-Sat. May work evenings, weekends, holidays, as needed. Schedule (including workdays) may vary. May work more than the guaranteed hours. May work overtime. OT varies. F.b.8a: Workers will be paid no less than the wage listed. Employer may pay higher wage rates to workers based on seniority with employer and level of skill. Overtime hours may vary. F.b.8a: Bonus available for full completion of agreed upon employment period. F.b.9: In accordance with applicable Michigan state law, Earned Sick Time Act 338, employers are required to provide earned sick time to their employees. The amount of paid sick leave provided may vary depending on the size of the business.

Job Classification: 43-4081.00 - Hotel, Motel, and Resort Desk Clerks

Experience Required: Yes

Months of Experience Required: 12

Special Requirements: High school diploma / GED or foreign equivalent and 12 months of experience in guest services or related position in a resort setting required. On-the-job training will not be provided. Must be available to work dates of employment and hours/shifts stated in job listing. Must be able to walk, stand, and move for extended periods of time. Must be able to lift, push, and pull carts and equipment weighing up to 50 pounds. Must be able to bend, kneel and reach. Must be able to speak and understand English.

Number of Hours Per Week: 35

Work Schedule (Start/End time): 7:00 A.M. - 11:00 P.M.