Key Responsibilities

As a Front Desk Host, you will be responsible for:

Providing exceptional customer service by engaging with guests, personalizing their experience, and using their names.

Showcasing the hotel and its unique story to each guest, ensuring they have a memorable stay.

Efficiently processing mobile arrivals and offering remote check-in services in line with property, company, and brand guidelines.

Promoting the hotel's loyalty program and enrolling new guests.

Collecting and verifying methods of payment and ensuring guest confidentiality throughout their stay.

Assigning rooms according to guest preferences and nonverbal cues that make each experience memorable.

Handling guest billing inquiries and concerns with efficiency and professionalism.

Utilizing the Empower guest experience tool to maintain guest requests, preferences, and communication details.

Executing front office reports, pre-arrival planning, and checklists as directed by leadership.

Acting as a concierge by providing local information and helping guests make reservations or tour arrangements.

Assisting with guest luggage, and receiving, storing, and delivering luggage and mail.

Responding to and resolving all guest inquiries and opportunities following empowerment guidelines.

Adhering to scheduled shifts and break/lunch requirements.

Reporting accidents, injuries, and unsafe work conditions to management and completing safety training and certifications.

Communicating with clarity and professionalism, both in speech and written documents.

Developing and maintaining positive working relationships with team members and guests.

Reporting any suspicious activity or unusual items in guest rooms to hotel leadership and the loss prevention team.

Taking initiative and handling assignments with limited supervision.

Following all hotel policies and procedures as outlined in the team member handbook.

Maintaining the cleanliness and order of the work area.

Performing other duties as requested by management to enhance the guest experience.