Job Description

Dive into the heart of a premier vacation destination this summer as a Guest Services Intern at Grand Traverse Resort & Spa ! In this dynamic role, you won't just work behind a desk—you will act as a main resort ambassador, master front desk operations, and welcome guests from around the country to our full-service property. Perfect for hospitality and tourism majors, this hands-on internship offers real-world experience, mentorship in established service standards, and the chance to build a solid career foundation at one of the Midwest's largest resort properties.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Welcome/bid farewell to guests
• Utilize 4 Diamond Verbiage
• Check in/Check out guests
• Maintain guest accounts
• Be knowledgeable of all resort activities
• Anticipate guest concerns/problems and deal with them before they become complaints
• Handle complaints with empathy and courtesy
• Handle all incoming telephone calls, paging system and guest messages
• Follow all safety and emergency policies and procedures
• Maintain par stock of office supplies/ordering when necessary
• Clean and maintain work area
• Assist with PBX duties as needed
• Maintain a good rapport with fellow employees and reflect positive attitude
• Complete all assignments requested
• Maintain open line of communication with supervisor
• Must follow proper grooming and dress standards set forth by the Employee Handbook
• Must understand and abide by environmental practices of the resort
• Other duties as assigned

EDUCATION/EXPERIENCE

• Relevant experience or experience with customer service
• MUST BE currently enrolled at a University, College, or Community College and receive college credit for the Internship

ADDITIONAL INTERNSHIP RESPONSIBILITIES

• Job shadow in other departments
• Attend bi-weekly intern meetings and committee meetings
• Complete internship projects
• Attend customer service training
• Work a flexible schedule, 30-40+ hours per week

OTHER SKILLS AND ABILITIES

• Excellent guest service skills
• High energy level
• Good oral and written communication skills
• Detail oriented
• Ability to type and input data into a computer

SUPERVISORY RESPONSIBILITIES (If applicable)

N/A

TYPICAL PHYSICAL DEMANDS

Employee must be able to stand for long periods of time and lift up to 25lbs.

TYPICAL MENTAL DEMANDS

• The ability to work unsupervised for long periods of time
• Handle multiple tasks simultaneously
• Work well under pressure is a must

WORKING CONDITIONS

This position requires one to be indoors. Individual may have to cope with varying noise levels. Must be able to work flexible hours including days, evenings, weekends and holidays.

Native American Preference will apply. Must be able to pass a background investigation and drug screen as a condition of employment. This job description is not intended to be all-inclusive. An employee will also perform other reasonable related job responsibilities as assigned by their supervisor and/or other management of the Resort to meet the current needs of the department or business.