Front Desk Agent

Front Desk Host

We're looking for enthusiastic, fun, and energetic people who take the work seriously, but not themselves. Let's see if we're a fit. We hope so.

The Front Desk Host is a unique and versatile position responsible for supporting Front Desk, Bell Services, and Concierge Services. As one of the first points of contact for our guests, the Host plays a key role in creating a welcoming first impression and delivering a unique, personalized check-in experience. The Front Desk Host will utilize advanced technology to facilitate seamless guest rooming and ensure exceptional, personalized service. This position is expected to consistently deliver service standards in accordance with the expectations of Mainsail Lodging & Development. The Front Desk Host must be flexible and adaptable, as responsibilities and priorities may vary throughout the day based on hotel operations, guest needs, and business demands. Must be flexible and available to work any shift, including mornings, evenings, weekends, and holidays, as business needs require. Work assignments and duties may vary hourly.

What You Have

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

What You'll Do

• Assign and escort guest to rooms according to their preferences paying attention to those nonverbal cues to make each experience unique
• Assist guests to their rooms
• Assist with guest luggage
• Provide room quotes and upsell to guest when possible
• Ability to interact with guests and share hotel knowledge using personalization such as using the guest name
• Responsible to know all functions to showcase the hotel to each guest
• Maintain guest confidentiality
• Share knowledge of featured wine
• Produce room keys for all guests ensuring guest confidentiality throughout their stay and beyond
• Maintain knowledge of hotel and brand rewards
• Provide local information for shopping, dining, nightlife, and recreational destinations
• Receive, store, and deliver luggage and mail
• Run errands for guests
• Make travel arrangements for guests to include sightseeing and other tours
• Assist with coordination between Housekeeping and Front Desk
• Verify charges / collect payment from guests for room stays
• Respond to guest inquiries
• Follow scheduled shifts and follow break and lunch requirements
• Report any suspicious activity or unusual items in room
• Report any irregular behavior from guests in public areas and or in room
• Ability to 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
• Ensure successful performance assisting guests with an exceptional experience to ensure high performing scores on the GSS.

Physical Demand

• Ability to sit or stand for extended periods of time
• Ability to bend
• Ability to lift, pull 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 towards deadlines
• Able to work independently, take direction, and provide direction to others
• Manage differing personalities within the office, the hotel, and the community
• Maintain the highest degree of confidentiality
• Ability to work effectively in stressful, high pressure situations
• Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary

Mainsail is an Equal Opportunity Employer and it does not discriminate on the basis of actual or perceived race, color, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity expression (including transgender status), sexual orientation, marital status, parental status, military service and veteran status, political affiliation, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.