Front Desk Lead (FT)

Job Title: Front Desk Lead
Location: Harbor Springs, Michigan
Position Type: Full-Time , Hourly
Compensation: $18.00/hour
Reporting to: General Manager

Our Story

Welcome to Otis. Nested between two horse farms, Otis is a refuge from routine with 43 beautiful rooms, a morning café and an evening bar that overlooks Lake Michigan's memorable sunsets. We have taken a beautiful positioned mid-century Inn and are upgraded them with modern amenities and quality materials.

By joining the Otis team, you will have the unique opportunity to be part of providing a world class guest experience to our guests visiting Northern Michigan. At Otis, we celebrate art, design, well-being, and nature, and these are the pillars that inform every decision we make. We are devoted to becoming the place our guests seek to return–by building enduring relationships and traditions, delivering thoughtful hospitality, and creating personalized experiences. Our vision is to be known as the premier luxury boutique destination of choice for anyone wanting an authentic Northern Michigan experience.

Be the first to join our team as we work to create meaningful moments for our guests that enliven their spirits and form memories that last a lifetime. Our people will be the pinnacle of our success which is why we are seeking individuals who align with our corporate values of sustained excellence, thoughtful hospitality, experiential consistency, and being locally focused. Help us build our story, while we reinvest in you and provide you with opportunities as you grow alongside us.

Position Summary

The first face when the guest arrives to Otis will be yours! Make our guests feel right at home with a warm welcome and authentic presence. As the Front Desk Lead your responsibilities will include providing exceptional guest service, managing check-ins and check-outs, handling guest inquiries and requests, and ensuring an efficient and welcoming front desk operation. You will be the first point of contact for any front desk related duties/inquires. A pinnacle role for the organization you are the beginning, middle and end of our guest journey.

Responsibilities

Hospitality & Guest Experience

• Embodies the Otis hospitality and brand experience standards, remaining approachable and attentive during all guest and team interactions.
• Warmly welcomes every guest during greeting duties including but not limited to: guest
• acknowledgments, check-in, key distribution, hotel experience tour & briefing.
• Present during every guest touchpoint providing thoughtful recommendations, explanation of local amenities, and support as needed.
• Anticipates guest’s needs and supports with planning special events or moments.
• Provides guests with important information to guests regarding hotel policies, services, and procedures.
• Actively participates with training & development programs as well as team-building initiatives.

Operational Excellence

• Acts as the key point-of-contact for guests through online, phone & in-person reservations
• Assist guests with room reservations, modifications, and cancellations.
• Maintains accurate log of room availability, rates, and guest information.
• Coordinates with housekeeping and other departments to ensure room readiness upon guest check-in.
• Promptly responds to every guest inquiry and enhances the guest experience through thoughtful communication.
• Responsibly handles payments with care.
• Responsible for incoming & outgoing mail and deliveries.
• Ensuring guest preferences are captured to continue to enhance the guest experience.

Experience

• High School Diploma or equivalent
• 1 years of customer service related experience
• Strong computer literacy skills including the Microsoft Office Suite
• Ability to sit or stand for prolong periods of time
• Able to lift or carry 10lbs and with assistance up to 50 lbs as needed
• Exceptional interpersonal and networking skills with the ability to create lasting guest relationships as well as drive the expansion of business.
• Adaptive with the ability to solve problems quickly while maintaining composure.
• Empathic when supporting guests and team-members
• Project management, collaboration & organizational skills.
• Clear, concise and thoughtful in both verbal and written communication.
• Self-starter, proactively identifies opportunities within guest experience and team support needs.
• Exceptional attention to detail, efficiency & effectiveness with completing duties.

Position Details:

• Reporting to: Assistant General Manager
• Reliable transportation: to & from: 7291 S Lake Shore Dr, Harbor Springs, MI 49740
• Schedule: Requires open availability averaging 30-50 hours per week (typical hospitality schedule - expected to work weekends and some holidays)
• Benefits: Health, Dental, Vision, and Life
• Perks: Employee discounts
• Paid-Time off: up to 10 days per year

Job Type: Full-time

Pay: From $18.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work setting:

• In-person
• Resort

Experience:

• Hospitality: 2 years (Preferred)

Work Location: In person

Salary : $18