Resort Host

About the role

Resort Host (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 consistent with Autograph Collection standards under the Mainsail franchise.

Qualifications

• High School diploma or higher
• Previous hospitality experience preferred
• Excellent customer service skills
• Excellent verbal and written communication skills
• Ability to use technology (e.g., tablets, iPads)

Responsibilities

• Assign and escort guests to rooms according to their preferences, using nonverbal cues to personalize each experience
• Assist guests to their rooms and with luggage
• Park guests’ cars
• Provide room quotes and upsell when possible
• Interact with guests using personalization (e.g., using the guest’s name)
• Know all hotel functions to showcase the property to guests
• Maintain guest confidentiality
• Share knowledge of resort events and features
• Produce room keys while ensuring guest confidentiality
• Maintain knowledge of hotel and brand rewards programs
• Provide local information for shopping, dining, nightlife, and recreational destinations
• Receive, store, and deliver luggage and mail
• Run errands for guests
• Make travel arrangements, including sightseeing and tours
• Assist with coordination between Housekeeping and Front Desk
• Verify charges and collect payment for room stays
• Respond to guest inquiries
• Follow scheduled shifts, including break and lunch requirements
• Report suspicious activity or unusual items in rooms
• Report 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 work area
• Complete other duties assigned by a manager or supervisor
• Ensure successful guest experiences to achieve high scores on the GSS (Guest Satisfaction Survey) per Marriott standards

Physical Demands

• Ability to sit or stand for extended periods
• Ability to bend and lift, pull up to 25 lbs

Mental Demands

• Make sound judgments quickly
• Work on multiple tasks while meeting deadlines
• Able to work independently, take direction, and provide direction to others
• Manage differing personalities within the office, hotel, and community