Front Desk Agent

About the Role

Shinola Hotel is seeking a Front Desk Agent to create timeless memories and quality experiences for guests and associates alike. The world’s first Shinola Hotel is Detroit’s new living room—a luxury brand born in Detroit with an unwavering commitment to build upon the city’s history and create thoughtfully designed spaces and experiences. As part of Sage Hospitality Group, we empower employees to make positive impacts on the communities in which we live and work, enriching lives one experience at a time.

We welcome independent thinkers, risk takers, and creative spirits who forge their own paths. Sage invests in your personal and professional growth, recognizing that success is about more than the work you do—it’s about who you are.

Responsibilities

• Respond professionally and courteously to arriving, departing, and in-house guests, providing accurate and timely information and services.
• Handle telephone and in-person inquiries regarding reservations, hotel information, and guest concerns.
• Complete check-in procedures for arriving guests using both manual and computerized methods to ensure guest satisfaction.
• Facilitate guest departure (check-out) by following established procedures to close guest accounts and prepare rooms for the next sell.
• Calculate and post monies, receipts, guest accounts, and other forms of credit using proper cash handling methods to present precise hotel charges upon check-out.
• Answer inquiries and accept reservations in person and by telephone, using suggestive selling techniques to increase occupancy and revenue.
• Maintain good customer relations by staying informed about in-house and area functions to provide timely and knowledgeable responses.
• Operate PBX equipment, including accepting incoming calls, assisting outgoing calls, scheduling wake-up calls, and paging guests.
• Control cash transactions at the front desk and maintain responsibility for a personal bank as specified by hotel policy.
• Maintain a friendly, cheerful, and courteous demeanor at all times.

Requirements

• High school diploma or equivalent.
• High school graduate-level mathematical aptitude and knowledge of standard cash handling procedures.
• Experience dealing directly with the public and general knowledge of basic customer service skills.
• Fluency in oral and written English.
• Ability to use tact and understanding when handling customer service problems, including stressful and highly emotional situations.
• Highly organized with strong attention to detail, particularly when performing multiple tasks.

Physical Demands

• Must be able to read written communiqués and a monochrome computer screen.
• Must be able to operate computer, calculator, and telephone keyboards for cash handling and paperwork processing.
• Must be able to understand and follow verbal/written instructions, work on multiple tasks simultaneously, and communicate both verbally and in writing.
• 90% of shift is spent standing; repeated bending and kneeling required while filing.
• Must be able to reach all areas of the hotel to assist clients.
• Occasional lifting and carrying of files and office items up to 25 lbs.

Work Environment

Prolonged standing at an indoor, thermostatically climate-controlled workstation under fluorescent lighting. Work inside 95% of the time.

Benefits

• Medical, dental, and vision insurance.
• Eligibility to participate in the Company’s 401(k) program with employer matching.
• Health savings and flexible spending accounts.
• Basic Life and AD&D insurance.
• Employee Assistance Program.
• Great discounts on hotels, restaurants, and more.
• Eligibility to participate in the Employee Referral Bonus Program (up to $1,000 per referral).