Job Details

Deep in the woods of Northern Michigan, artistic disciplines merge and unbreakable bonds form. Surrounded by a unique creative energy formed by dedicated young artists and expert faculty and staff, you’ll find passion and purpose that will stay with you long after you turn off your office lights. Be a part of our amazing hospitality team. 

Position Summary: The Assistant General Manager (AGM) is responsible for the daily front office operations of our on campus hotel and cottages. As the AGM you will ensure that guests are warmly welcomed to the institution when they arrive and that they receive the full Interlochen experience.  In this role you will support the General Manager and lead your team in all aspects of the hospitality process from reservation through departure. 

Normal working hours are from 1 pm - 9 pm unless otherwise scheduled as needed by business levels. Work days Thursday through Monday, working weekends as a primary schedule unless scheduled off in advance. 

Essential Duties:

• Become proficient with all features of our Reservation and Property Management Systems. 
• Responsible for maintaining the front desk, front office and lobby.
• Responds to requests or complaints in a timely and professional manner that aligns with Stone Hotel policy and Interlochen’s value system. 
• Participates in the hiring process and trains staff in professional conduct.  
• Reviews forecasts and occupancy levels to develop schedules and ensure that the team is properly staffed.
• Provides onboarding training to new team members and ongoing training to all staff. 
• Availability to work evenings and weekends as a primary responsibility of the role.
• Plans and leads at least one monthly team meeting. Monthly meeting expectations include posting agendas with advance notice and ensuring there is a learning component. 
• Assists with managing departmental budgets along with the inventory and ordering of supplies.
• Attends meetings with management to discuss successes, problems and strategies for improvement.
• Audits systems and reviews reports understanding gaps in service expectations and proactively addresses concerns to prevent complaints.
• Identifies opportunities and implements procedures to improve guest services processes, drive efficiency, and maximize the guest experience.
• Understands industry best practices in group and conference management.
• Assist with coordination of group bookings, including accommodation, meeting spaces, and special requests.
• Cross train to support Property Manager, Housekeeping Operations Manager and General Manager responsibilities as needed
• Seeks the best use of materials, equipment, and staff to maximize efficiency and effectiveness.
• Complies with ICA policies/procedures and acts as a good steward of ICA finances.
• Respects the culture, diversity, and rights of all students, their families and the community.
• Prioritizes duties in a manner consistent with organizational objectives and growth.
• Stays up to date with safety and emergency procedures.
• Serves as Stone Hotel Front Desk during assigned shifts by:
• Greeting and registering the guest providing outstanding guest service during their stay and settling the guest's account upon completion of their stay in a friendly efficient and courteous manner
• Handle check-ins and check-outs, making and modifying reservations,
• Providing attentive courteous and efficient service to all guests prior to arrival and throughout their stay while maximizing room revenue and occupancy
• Maintain proper operation of the telephone for guest requests, hotel operator and concierge duties.
• Supporting guest items such as luggage, messages, packages, amenities or other items requested by guests or team members as needed.
• Maintaining an up to date working knowledge of all property amenities as well as any special events local area attractions and things to do around the hotel

• Performs other duties as assigned.

Work Environment:

The work primarily takes place in a hotel setting with constant interactions with students, faculty/staff, and high-level stakeholders