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 Resort Lead Host supports the day-to-day operation of the Front Office and serves as a key resource for both guests and team members. This position provides hands-on leadership at the front desk, assists with training and onboarding new team members, reviews operational and night audit reporting, and helps ensure consistent execution of Marriott and property service standards in accordance with Autograph Collection brand under the franchise of Mainsail Lodging & Development.

In the absence of the Operations Manager, the Resort Lead Host may serve as Manager on Duty (MOD), providing operational leadership, resolving guest concerns, coordinating with other departments, and ensuring appropriate Front Desk coverage.

The ideal candidate is a hospitality professional who enjoys being present in the operation, developing others, solving problems, and creating distinctive guest experiences reflective of both our resort and the Autograph Collection brand.

What you'll do

Supporting Front Office Operations

• Support the Operations Manager in overseeing daily Front Desk operations and ensuring a smooth guest experience throughout each shift.
• Maintain an active presence at the Front Desk, assisting with arrivals, departures, guest requests, room assignments, billing inquiries, and other operational needs.
• Ensure appropriate day-to-day Front Desk coverage, adjusting assignments and priorities based on occupancy, arrivals, departures, callouts, and business demands.
• Monitor daily arrivals, departures, VIP guests, special requests, room status, and provide extra touches such as hand-written notes and amenities when warranted to support a seamless guest experience.
• Coordinate closely with Housekeeping, Engineering, Reservations, and other resort departments to resolve guest and operational needs.
• Assist Resort Host associates during periods of high volume and personally support guest transactions when needed.
• Ensure shift information and outstanding guest or operational issues are effectively communicated between team members and departments.
• Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.
• Review Night Audit reports and daily Front Office reporting for accuracy, completeness, and items requiring follow-up.
• Review relevant guest accounts, room and rate information, payment or posting exceptions, and other Front Office discrepancies.
• Maintain accurate Front Office documentation and ensure required reports and records are completed according to property procedures.

Serving as Manager on Duty

• Serve as Manager on Duty (MOD) when the Resort Manager is not onsite, as assigned.
• Provide visible leadership and serve as a point of contact for guests and associates during assigned MOD shifts.
• Respond to and resolve guest concerns using sound judgment and appropriate service recovery.
• Report any irregular behavior from guests in public areas and or in room.
• Escalate significant guest, safety, security, employee, or operational matters to the appropriate manager when necessary.
• Document and communicate significant incidents, guest concerns, service recovery, and follow-up needs to management.
• Follow established procedures related to guest keys, payment information, cash handling, credit cards, and sensitive guest information.
• Report accidents, injuries, safety hazards, suspicious activity, and other concerns to the appropriate leader.

Training and Developing the Team

• Assist with the onboarding and training of newly hired Resort Host associates, ensuring team members understand property procedures, service expectations, systems, and Marriott brand standards.
• Provide hands-on training and coaching to new and existing associates.
• Reinforce Front Office procedures and expectations through daily observation, communication, and coaching.
• Serve as a resource to associates regarding guest service, property systems, policies, and operational procedures.
• Help create an environment where associates feel supported, informed, and empowered to provide exceptional service.
• Identify training opportunities and communicate performance or development needs to the Front Office Manager.
• Anticipate guest needs and respond promptly to questions, requests, and concerns.
• Engage guests throughout their stay and seek opportunities to personalize their resort experience.
• Resolve guest concerns professionally and efficiently while balancing guest satisfaction with established policies and procedures.
• Follow up on guest issues to ensure appropriate resolution.
• Recognize opportunities for service recovery and involve leadership when additional assistance is required.
• Maintain extraordinary GSS scores to safeguard our Franchise License.
• Maintain knowledge of the resort, amenities, local attractions, restaurants, transportation, activities, and the Anna Maria Island destination to confidently assist guests.

Ensuring Brand Standards & Guest Experience

• Support and enforce compliance with Marriott Brand Standards and Brand Standards Audit requirements applicable to the Front Office operation.
• Conduct routine observations of Front Desk operations to ensure established standards are consistently followed.
• Help prepare the department for Marriott brand audits and property inspections, including self-audits.
• Identify gaps in brand-standard execution and partner with the Front Office Manager to implement corrective actions.
• Reinforce standards related to guest recognition, arrival and departure experiences, telephone etiquette, appearance, service delivery, cleanliness, and other Front Office touchpoints.
• Maintain knowledge of Marriott Bonvoy program standards and ensure appropriate recognition of members and elite guests.
• Promote personalized service consistent with the distinctive experience and character expected of an Autograph Collection property.

What you will have

Education & Experience

• Previous hospitality/hotel experience preferred
• Proficient in hotel systems including but not limited to Opera PMS, MARSHA, guestVoice & GXP.
• Exceptional customer service skills
• Exceptional communication skills, both verbal and written
• Ability to effectively present information to individuals or groups
• Proficient with Microsoft Office
• Ability to use technology

Physical Demands

• Ability to sit or walk for extended periods of time
• Ability to climb stairs/walk for long lengths of time
• Ability to bend, squat, pull and lift up to 25 pounds
• Long hours are sometimes required

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.