Front Desk Agent

Mainsail Lodging & Development•Fort Myers, FL

1d•Onsite

About The Position

The Front Desk Host is a unique position responsible for Front Desk, Bell Services, and Concierge Services. This role serves as the first physical impression of the property, providing a unique, professional, and hospitable warm arrival/departure experience. Key responsibilities include interacting with guests, showcasing the hotel's unique story, processing mobile arrivals, promoting the hotel loyalty program, handling payments and room keys, assigning and escorting guests to rooms, resolving billing inquiries, utilizing guest experience tools, executing front office reports, and providing local information and assistance with reservations/tours. Mainsail Lodging & Development is an award-winning, Tampa, Florida-based company specializing in hotel, furnished housing, and resort property management and development, marketing and sales. The company prides itself on finding unique lodging opportunities and applying its passion and expertise to each project, with an impressive portfolio of top-branded properties throughout the southeastern United States and Caribbean.

Requirements

High School diploma or higher
Excellent customer service skills
Excellent communication skills, both verbal and written

Nice To Haves

Previous hospitality experience preferred
Previous Opera PMS experience preferred

Responsibilities

Interact with guests by providing exceptional customer service and share hotel knowledge using personalization such as using the guest name.
Know all functions to showcase the hotel and the hotel’s unique story to each guest.
Process mobile arrivals and execute flawless service in remote check in area according to property, company, and brand guidelines.
Actively engage guests in and promote hotel loyalty program including new guest program enrollments.
Collect and verify methods of payment, produce room keys for all guests ensuring guest confidentiality throughout their stay and beyond.
Assign and escort guest to rooms according to their preferences paying attention to those nonverbal cues that make each experience memorable.
Assist and resolve any guest billing inquiries and/or concerns.
Consistently utilize Empower guest experience tool to reference, maintain, and add guest requests, preferences, and communication details in accordance with property, company, and brand guidelines.
Execute all required front office reports, pre-arrival planning, and checklists as outlined by leadership.
Serve as a concierge by providing local information for shopping, dining, and recreational destinations.
Be prepared to assist guests in setting up reservations or tours in the area.
Assist with guest luggage and receive, store, and deliver both luggage and mail.
Respond to and resolve all guest inquiries and/or opportunities utilizing appropriate empowerment guidelines.
Follow scheduled shifts and follow break and lunch requirements.
Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others.
Report any suspicious activity or unusual items in room to hotel leadership and/or loss prevention team.
Report any irregular behavior from guests in public areas and or in room.
Take initiative and handle assignments with limited supervision.
Follow all hotel policies and procedures as outlined in the team member handbook.
Maintain cleanliness and order of work area.
Perform other duties as management requests to service our guests.