Front Desk Agent

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.****EVENING & WEEKEND AVAILABILITY REQUIRED***About the Fenway HotelOriginally opened in 1927, The Fenway Hotel is an icon of the jazz age, playing host to notable explorers, artists, politicians, musicians and living legends in its time as an operating hotel. Today, Fenway is a Mainsail Lodging & Development property and a member of the prestigious Autograph Collection of Marriott International, Inc.The Fenway Hotel overlooks the beautiful Dunedin Channel offering views of breathtaking sunsets and gorgeous Florida waters. We’ve created a homage to Dunedin’s rich music history and a destination for those to get carried away in their own verse. If you share our passion, we look forward to hearing from you.It’s time to write your own tune with us and join the band at Dunedin’s very own jazz inspired boutique hotel. Can you sing along? Apply today!Tampa Bay Top Workplaces“Voted a Top Workplace! Mainsail Lodging & Development was named a 2025 Top Workplace by the Tampa Bay Times—a reflection of our positive culture, growth opportunities, and commitment to our team. Join us!Overview of the roleFront Desk Agent is a unique position in which the attendant will be responsible for Front Desk, Bell Services, and Concierge Services. The Agent serves as the first physical impression of the property and be responsible for providing a unique, professional, and most importantly hospitable and warm arrival / departure experience.Schedule AvailabilityOpen availability preferredAM, Mid & PM shifts are typically as follows:AM shifts are typically 7am-3pmPM shifts are typically 3pm-11pmMid-shifts are variable between 7am-11pmEssential Job FunctionsAbility to interact with guests by providing exceptional customer service and share hotel knowledge using personalization such as using the guest name.Responsible to know all functions to showcase the hotel and the hotel’s unique story to each guest.Process mobile arrivals and execute flawless service in remote check in area according to property, company, and brand guidelines.Actively engage guests in and promote hotel loyalty program including new guest program enrollments.Collect and verify methods of payment, produce room keys for all guests ensuring guest confidentiality throughout their stay and beyond.Assign and escort guest to rooms according to their preferences paying attention to those nonverbal cues that make each experience memorable.Assist and resolve any guest billing inquiries and/or concerns.Consistently utilize Empower guest experience tool to reference, maintain, and add guest requests, preferences, and communication details in accordance with property, company, and brand guidelines.Execute all required front office reports, pre-arrival planning, and checklists as outlined by leadership.Serve as a concierge by providing local information for shopping, dining, and recreational destinations. Be prepared to assist guests in setting up reservations or tours in the area.Assist with guest luggage and receive, store, and deliver both luggage and mail.Respond to and resolve all guest inquiries and/or opportunities utilizing appropriate empowerment guidelines.Follow scheduled shifts and follow break and lunch requirements.Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.Develop and maintain positive working relationships with others.Report any suspicious activity or unusual items in room to hotel leadership and/or loss prevention teamReport 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.Perform other duties as management requests to service our guests.Hotel PerformanceEnsure successful performance results, including assisting guests with an exceptional experience to ensure high guest survey scores on GSS, according to Marriott and Mainsail standardsQualification StandardsEducation & ExperienceHigh School diploma or higherPrevious hospitality experience preferredPrevious Opera PMS experience preferredExcellent customer service skillsExcellent communication skills, both verbal and writtenAbility to use technology, e.g., computers, tablets, and iPadsProven experience working in a clean, organized, and efficient mannerAbility to take initiative and handle assignments with limited supervisionExperience in handling confidential informationStrong collaboration skills and ability to coordinate with a teamA sense of ownership in everything that you doPhysical DemandsAbility to sit or stand for extended periods of timeAbility to bendAbility to lift, pull 50 lbsAbility to communicate clearlyCorrected vision to normal rangeAbility to work long hours as neededMental DemandsMake sound judgments quicklyWork on multiple tasks, making appropriate progress towards deadlinesAble to work independently, take direction, and provide direction to othersManage differing personalities within the office, the hotel, and the community.Maintain the highest degree of confidentialityAbility to work effectively in stressful, high pressure situationsAbility to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessaryNOTICE: The hotel business functions seven days a week, 24 hours a day. All employees must realize this fact and be aware that at all times it may be necessary to move associates from their accustomed shift as business demands. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.Benefits:Full-time Associate BenefitsMedical, Dental, & Vision | HSA & Flexible Spending Account Options | Basic Life & Disability Plan Options | 401K Retirement Plan | Paid Time Off | Holiday Pay | Career Training & Development Opportunities | Tuition Reimbursement | Bereavement Leave | Employee Assistant Program (EAP) | Jury Duty (May vary by state) | Employee Discounts | Employee Referral Bonus | Free meal for all full-service hotel employeesPart-time Associate BenefitsAll above-listed benefits except for Medical Insurance, Holiday Pay, Tuition ReimbursementMainsail 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. #J-18808-Ljbffr Luminary Hotel & Co