Job Description

Job Summary

Our Rooms Division Intern will learn aspects of Front Office, Reservations and Facilities department operations gaining extensive hospitality leadership experience. This position will be involved in the department’s daily operations and administration as well.

Job Duties and Responsibilities

• Answer inquiries and accept reservations, both in person and by telephone. Accurately communicate hotel rates and information and use suggestive selling techniques to sell room nights and increase occupancy and revenue.
• Assist and complete check in and check out procedures, providing resort information to guests, recording and referring guest comments or complaints to departments as needed.
• Review accounts and charges with guests during the check out process to ensure billing accuracy; Control cash transactions at the Front Desk and maintain complete responsibility for personal bank.
• Answer incoming calls, schedule and set wake-up calls and provide guests with timely and efficient service.
• Understand shuttling, cleaning and waste & recycle needs of the resort by assisting in the daily facilities operations.
• Understand the back-end needs of the reservations team; get a firsthand look at revenue management and rate building.
• See the sales perspective of a resort reservations agent, how to sell Crystal Mountain as a premier vacation destination.
• Complete other Front Desk Agent, Reservations and Facilities duties as assigned, in a rotational manner, based on business needs to maintain firsthand experience.
• Shadow & assist department managers with administrative and operational tasks in the Rooms Division, including Front Desk Manager, Reservation Sales Manager, and Facilities Manager.
• Attend leadership meetings, including resort managers meeting, hotel operations meetings and weekly function sheet meetings.
• Participate in extensive customer service and resort operating system training.
• Maintain a friendly, cheerful, and courteous demeanor at all times.
• Perform other duties as assigned by management.

Job Specifications

Competencies:

• Prior experience with Springer Miller (SMS) is a plus.
• Ability to effectively present information one-on-one to customers, clients, and other employees.
• Self-directed and able to maximize use of time, resources and technology.
• Able to analyze, interpret and present data in various formats.
• Able to work with faxes, copiers, scanners and various other technologies in offices and on resort.
• Computer literate: Strong proficiency in MS Office (Outlook, Word, Excel, Power Point.) Adaptable to learning new and customized software programs.
• Dedicated to exceeding service standards and providing services and standards to the highest caliber.
• Highly organized, able to prioritize multiple tasks, have a sense of urgency to complete projects and be detail oriented.
• Ability to work collaboratively and communicate effectively with team members at all levels of the organization.
• Adapt at managing fast paced environment.
• Clear and concise verbal communication skills.
• Must be able to abide by the company appearance standards and compliance with the designated uniform.
• Dependable and meets goals.
• Exemplifies professional conduct and adherence to company Core Values.

Education

• Must be enrolled in a field related educational program.
• Internship program requirements will need to be presented prior to internship approval.

Physical & Other Requirements:

• While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; stoop, kneel, crouch, or crawl and talk or hear.
• The employee is frequently required to walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, crawl, climb or balance.
• The employee must regularly lift and /or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• Must be able to work variable shifts, weekends, holidays, and special events, as needed.
• Must have an unrestricted and insurable driving record.
• Non-smoking candidates preferred.

Crystal Mountain is an equal opportunity employer that is committed to diversity and inclusion in the workplace. 2026 Silver Level Veteran Friendly Employer.

Established in 1956, Crystal Mountain is a family-owned, four-season resort destination located 28 miles southwest of Traverse City and a short drive from Sleeping Bear Dunes National Lakeshore. The resort features lodging, dining, downhill and cross-country skiing, two championship golf courses, shopping, award-winning Crystal Spa, Michigan's only alpine slide, the Park at Water's Edge, Michigan Legacy Art Park, weddings and a conference center. Visit www.CrystalMountain.com.