Front Desk Agent

About the role

We’re looking for enthusiastic, fun, and energetic people who take the work seriously, but not themselves. The Front Desk Host is a unique position combining Front Desk, Bell Services, and Concierge Services. You’ll be the first impression, providing a unique check-in experience and personalized service to all guests, ensuring consistency with Mainsail Lodging & Development standards.

Responsibilities

• Interact with guests by providing exceptional customer service and sharing hotel knowledge, using personalization such as the guest’s name.
• Showcase the hotel and its unique story to each guest.
• Assign and escort guests to rooms according to their preferences, paying attention to nonverbal cues to create memorable experiences.
• Process mobile arrivals and execute flawless service in the remote check-in area.
• Engage with and navigate high-tech amenities and applications.
• Collect and verify methods of payment, produce room keys, and ensure guest confidentiality throughout their stay.
• Serve as a concierge by providing local information for shopping, dining, and recreational destinations, and assist guests in setting up reservations or tours.
• Assist with guest luggage and receive, store, and deliver both luggage and mail.
• Respond to guest inquiries and follow scheduled shifts, including break and lunch requirements.
• Report accidents, injuries, and unsafe work conditions to the manager; complete safety training and certifications.
• Speak with others using clear and professional language; prepare and review written documents accurately; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others.
• Report suspicious activity, unusual items in rooms, or irregular guest behavior in public areas or rooms.
• 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 the work area.

Requirements

• High School diploma or higher.
• Previous hospitality experience preferred.
• Previous Opera PMS experience preferred.
• Excellent customer service skills.
• Excellent verbal and written communication skills.

Physical Demands

• Ability to sit or stand for extended periods of time.
• Ability to bend.
• Ability to lift and pull up to 40 lbs.
• Ability to communicate clearly.
• Corrected vision to normal range.
• Ability to work long hours as needed.

Mental Demands

• Make sound judgments quickly.
• Work on multiple tasks, making appropriate progress toward deadlines.
• Able to work independently, take direction, and provide direction to others.
• Manage differing personalities within the office, hotel, and community.
• Maintain the highest degree of confidentiality.
• Work effectively in stressful, high-pressure situations.
• Effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems.