Lead Guest Service Agent

MISSION POINT RESORT • Mackinac Island, MI

8d • Onsite

About The Position

The Lead Guest Service Agent plays a key role in ensuring smooth and elevated front desk operations. This position supports the Front Office leadership team by assisting with daily supervision of Guest Service Agents and providing leadership and coordination for the Bell Staff team, ensuring arrivals, departures, luggage services, and guest transportation needs are handled efficiently and courteously. This position is ideal for a guest-focused professional who excels at communication, enjoys problem-solving, and thrives in a fast-paced, team-centered hospitality environment.

Requirements

• Previous front desk or guest service experience required; hospitality, resort, or hotel experience strongly preferred
• Ability to support, guide, and motivate both Guest Service Agents and Bell Staff
• Familiarity with property management systems (PMS), reservation software, and basic office technology
• Friendly, professional, detail-oriented, reliable, and committed to delivering exceptional service
• Strong ability to resolve guest concerns with patience, empathy, and sound judgment
• Excellent verbal and written communication skills; comfortable interacting with guests from diverse backgrounds
• Ability to stand for extended periods and occasionally lift up to 25 lbs
• Must be able to live and work on Mackinac Island during the operating season

Nice To Haves

• hospitality, resort, or hotel experience strongly preferred

Responsibilities

• Overseeing check-in/check-out processes
• Providing training, guidance, and daily support to Guest Service Agents and Bell Staff
• Coordinating bell services, including luggage handling, guest escorting, and transportation logistics
• Resolving guest concerns with professionalism and care
• Managing room assignments, processing payments, and maintaining accurate front desk records
• Communicating effectively with housekeeping, transportation, and other resort departments to ensure an exceptional guest arrival and departure experience

Benefits

• Competitive pay
• Health insurance
• 401(k) retirement plan with company match, including eligibility for employer contributions under SECURE Act 2.0
• Seasonal housing and meals
• Employee perks and resort discounts
• Opportunities for professional development and advancement within the hospitality field

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees