Franchised Front Desk Agent in Fort Myers, FL

Position Overview

The Front Desk Host is a unique position responsible for providing exceptional customer service, handling front desk operations, bell services, and concierge services. The Host serves as the first impression of the property and is responsible for delivering a warm, professional, and hospitable arrival/departure experience for guests.

Key Responsibilities

• Interact with guests, provide exceptional customer service, and share hotel knowledge using personalization.
• Process mobile arrivals and execute flawless remote check-in service.
• Promote hotel loyalty program and enroll new guests.
• Collect and verify payment methods, produce room keys, and ensure guest confidentiality.
• Assign and escort guests to rooms based on preferences.
• Assist with guest billing inquiries and resolve concerns.
• Utilize Empower guest experience tool to manage guest requests and preferences.
• Execute front office reports, pre-arrival planning, and checklists.
• Serve as a concierge, providing local information and assisting with reservations or tours.
• Assist with guest luggage, receive, store, and deliver luggage and mail.
• Respond to and resolve guest inquiries and opportunities using appropriate empowerment guidelines.

Required Qualifications

• Education & Experience: High School diploma or higher, previous hospitality experience preferred, previous Lightspeed PMS experience preferred.
• Skills: Excellent customer service skills, excellent communication skills (verbal and written).
• Ability to 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, hotel, and community.
• Maintain the highest degree of confidentiality.
• Ability to work effectively in stressful, high-pressure situations.
• Ability to effectively handle challenges, anticipate, prevent, identify, and solve problems.

Benefits & Perks

• Compensation: Competitive salary and benefits package.
• Opportunity to work for a growing collection of independent hotels under the Autograph Collection brand.
• Marriott International is an equal opportunity employer.