Guest Services Coordinator

2 weeks ago

Fort Myers, Florida, United States Mainsail Lodging and Development Full time
We are seeking vibrant, engaging, and dedicated individuals who approach their work with professionalism and a sense of humor. Let's explore if we can be a great match.
The Front Desk Agent role is a distinctive position where the individual will manage Front Desk operations, Bell Services, and Concierge responsibilities. This role serves as the initial point of contact for guests, ensuring a memorable and welcoming arrival and departure experience.
Key Responsibilities
  • Deliver exceptional customer service by engaging with guests and personalizing their experience, including using their names.
  • Possess comprehensive knowledge of hotel functions to effectively narrate the unique story of the property to each guest.
  • Facilitate mobile check-ins and provide seamless service in designated areas, adhering to company and brand standards.
  • Actively promote the hotel loyalty program and assist with new guest enrollments.
  • Handle payment methods, generate room keys, and maintain guest confidentiality throughout their stay.
  • Assign and guide guests to their rooms, paying attention to nonverbal cues to enhance their experience.
  • Address and resolve any billing inquiries or concerns from guests.
  • Utilize the Empower guest experience tool to manage and document guest requests and preferences according to company guidelines.
  • Complete all necessary front office reports, pre-arrival preparations, and checklists as directed by management.
  • Provide concierge services by offering local insights for shopping, dining, and recreational activities, and assist in making reservations or tour arrangements.
  • Support guests with their luggage and manage the receipt, storage, and delivery of luggage and mail.
  • Respond to and resolve guest inquiries and opportunities using appropriate empowerment protocols.
  • Adhere to scheduled shifts and comply with break and lunch policies.
  • Report any accidents, injuries, or unsafe conditions to management; complete safety training and certifications.
  • Communicate clearly and professionally with others; prepare and review written documents accurately; answer phones with proper etiquette.
  • Foster and maintain positive working relationships with colleagues.
  • Report any suspicious activities or unusual items in guest rooms to hotel management or loss prevention.
  • Monitor for irregular behavior from guests in public areas or rooms.
  • Demonstrate initiative and manage tasks with minimal supervision.
  • Follow all hotel policies and procedures as outlined in the employee handbook.
  • Maintain cleanliness and organization of the work area.
  • Perform additional duties as requested by management to enhance guest satisfaction.
Qualifications

Education & Experience
  • High School diploma or equivalent.
  • Prior experience in hospitality is preferred.
  • Familiarity with Opera PMS is advantageous.
  • Strong customer service skills are essential.
  • Excellent verbal and written communication abilities.
Physical Requirements
  • Ability to sit or stand for extended periods.
  • Capability to bend and lift up to 40 lbs.
  • Ability to communicate effectively.
  • Corrected vision within normal range.
  • Willingness to work long hours as needed.
Mental Requirements
  • Ability to make quick, sound judgments.
  • Manage multiple tasks while progressing towards deadlines.
  • Work independently and provide direction to others as needed.
  • Effectively navigate diverse personalities within the workplace and community.
  • Maintain confidentiality at all times.
  • Handle stressful situations with composure.
  • Proactively identify and resolve workplace challenges.
Mainsail is an Equal Opportunity Employer and does not discriminate based on race, color, religion, national origin, ancestry, citizenship status, age, sex, gender, gender identity, sexual orientation, marital status, parental status, military service, veteran status, political affiliation, disability, genetic information, or any other characteristic protected by applicable laws.

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