Front Desk Agent

The Fenway Hotel, originally opened in 1927, is an iconic jazz-age property and a member of the Autograph Collection® by Marriott International. Overlooking the Dunedin Channel, the hotel celebrates Dunedin’s rich music history and offers a unique, boutique experience. As a Mainsail Lodging & Development property, we pride ourselves on a positive culture, growth opportunities, and a commitment to exceptional hospitality.

About the role

As a Front Desk Agent, you will serve as the first physical impression of the property, responsible for Front Desk, Bell Services, and Concierge Services. This role ensures a warm, professional, and hospitable arrival and departure experience for all guests.

Responsibilities

• Provide exceptional customer service, personalizing interactions by using guests’ names and sharing hotel knowledge.
• Process mobile arrivals and execute flawless remote check-in according to property, company, and brand guidelines.
• Engage guests in and promote the hotel loyalty program, including new enrollments.
• Collect and verify payment methods, produce room keys, and ensure guest confidentiality.
• Assign and escort guests to rooms based on preferences, creating memorable experiences.
• Resolve guest billing inquiries and concerns.
• Utilize the Empower guest experience tool to track and maintain guest requests, preferences, and communication details.
• Execute front office reports, pre-arrival planning, and checklists as outlined by leadership.
• Act as a concierge by providing local information on shopping, dining, and recreational destinations, and assist with reservations or tours.
• Assist with guest luggage, and receive, store, and deliver luggage and mail.
• Respond to and resolve guest inquiries or opportunities using empowerment guidelines.
• Follow scheduled shifts, including break and lunch requirements.
• Report accidents, injuries, or unsafe work conditions; complete safety training and certifications.
• Communicate clearly and professionally, both verbally and in writing; answer telephones with proper etiquette.
• Develop and maintain positive working relationships with team members and guests.
• Report suspicious activity, unusual items, or irregular guest behavior to leadership or loss prevention.
• Take initiative and handle assignments with limited supervision.
• Adhere to all hotel policies and procedures as outlined in the team member handbook.
• Maintain cleanliness and order of work area.
• Perform additional duties as requested to enhance guest experiences.
• Contribute to high guest survey scores (GSS) by delivering exceptional service according to Marriott and Mainsail standards.

Requirements

• High School diploma or higher.
• Previous hospitality experience preferred.
• Previous Opera PMS experience preferred.
• Excellent customer service and communication skills (verbal and written).
• Proficiency with technology, including computers, tablets, and iPads.
• Ability to work in a clean, organized, and efficient manner.
• Strong initiative and ability to handle assignments with limited supervision.
• Experience handling confidential information.
• Collaboration skills and ability to coordinate with a team.
• A sense of ownership in all tasks.

Physical Demands

• Ability to sit or stand for extended periods.
• Ability to bend and lift/pull up to 50 lbs.
• Clear communication skills.
• Corrected vision to normal range.
• Ability to work long hours as needed.

Mental Demands

• Make sound judgments quickly.
• Work on multiple tasks while meeting deadlines.
• Work independently, take direction, and provide direction to others.
• Manage differing personalities within the hotel and community.
• Maintain confidentiality.
• Work effectively in stressful, high-pressure situations.
• Anticipate, prevent, identify, and solve problems.

Evening and weekend availability is required. Open availability is preferred. Shifts are typically as follows:

• AM shifts: 7:00 AM – 3:00 PM
• PM shifts: 3:00 PM – 11:00 PM
• Mid-shifts: Variable between 7:00 AM – 11:00 PM

Benefits

Full-time Associate Benefits

• Medical, Dental, & Vision insurance
• 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 Assistance Program (EAP)
• Jury Duty (may vary by state)
• Employee Discounts
• Employee Referral Bonus
• Free meal for all full-service hotel employees

Part-time Associate Benefits

• All benefits listed above except Medical Insurance, Holiday Pay, and Tuition Reimbursement.