FRONT DESK in PETOSKEY, Michigan at NORTHERN HOTELS GROUP, LLC

Reports To: General Manager / Assistant General Manager Department: Guest Services / Front Office

Status: Hourly, Non-Exempt

Position Summary

The Front Desk Associate is responsible for providing friendly, efficient, and professional guest service in a limited-service hotel environment. This role supports guest satisfaction by ensuring smooth check-in and check-out processes, handling guest inquiries, and maintaining compliance with hotel brand standards and company policies.

Primary Responsibilities

• Greet guests in a friendly and professional manner upon arrival.

• Perform guest check-in and check-out procedures accurately and efficiently.

• Operate the property management system (PMS) in accordance with hotel standards.

• Handle guest reservations, room assignments, and key issuance.

• Process guest payments, room charges, and incidentals accurately.

• Answer incoming calls and provide accurate information regarding hotel amenities, policies, and local attractions.

• Respond promptly and professionally to guest requests, questions, and concerns.

• Communicate guest feedback or operational concerns to management promptly.

• Maintain a clean, organized, and professional front desk and lobby area.

• Follow all cash-handling, safety, and security procedures.

• Assist with opening and closing duties and complete assigned paperwork.

• Coordinate with housekeeping and maintenance to ensure guest satisfaction.

Guest Experience Expectations

• Deliver a welcoming and consistent guest experience reflective of hotel brand standards.

• Engage with guests in a friendly, professional, and courteous manner.

• Anticipate guest needs and provide solutions whenever possible.

Qualifications & Requirements

• Prior customer service or hospitality experience preferred; hotel experience a plus.

• Strong customer service and communication skills.

• Basic computer, math, and cash-handling skills.

• Ability to multitask and prioritize responsibilities in a fast-paced environment.

• Ability to work evenings, weekends, and holidays as required.

• Ability to stand for extended periods.

Physical & Work Environment

• Standing and walking for extended periods.

• Indoor front desk and lobby environment with moderate noise levels.

Professional Standards

• Maintain a professional appearance in accordance with hotel grooming and uniform standards.

• Demonstrate reliability, teamwork, and a positive attitude.

• Uphold company values and contribute to a respectful work environment.