Front Desk Agent

About the role

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.

Responsibilities

• Interact with guests by providing exceptional customer service and sharing hotel knowledge using personalization such as using the guest name.
• Know all functions to showcase the hotel and its unique story to each guest.
• Process mobile arrivals and execute flawless service in the remote check-in area according to property, company, and brand guidelines.
• Actively engage guests in and promote hotel loyalty programs 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 guests to rooms according to their preferences paying attention to nonverbal cues.
• 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.
• Aid 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 team.
• Report any irregular behavior from guests in public areas and or in room.
• Able 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.

Qualifications

• High School diploma or higher
• Previous hospitality experience preferred
• Previous Opera PMS experience preferred
• Excellent customer service skills
• Excellent communication skills, both verbal and written

Physical Demands

• Ability to sit or stand for extended periods of time
• Ability to bend
• Ability to lift, pull 40 lbs
• Ability to communicate clearly
• Corrected vision to normal range
• Ability to work long hours as needed

Mental Demands

• Make sound judgments quickly
• 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, the hotel, and the community
• Maintain the highest degree of confidentiality
• Able to work effectively in stressful, high pressure situations
• Able to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary

Benefits

• Full-time Associate Benefits: Medical, 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 employees
• Part-time Associate Benefits: All above-listed benefits except for Medical Insurance, Holiday Pay, Tuition Reimbursement

Notice

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.

Equal Opportunity Employer

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, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.