Front Desk Agent

Mainsail Lodging & Development•Dunedin, FL

2d•Onsite

About The Position

The Fenway Hotel, originally opened in 1927, is an iconic jazz-age hotel and a Mainsail Lodging & Development property, part of Marriott International's Autograph Collection. Overlooking the Dunedin Channel, the hotel celebrates Dunedin's rich music history. Mainsail Lodging & Development was recognized as a 2025 Top Workplace by the Tampa Bay Times for its positive culture, growth opportunities, and commitment to its team. The Front Desk Agent role is unique, encompassing responsibilities for Front Desk, Bell Services, and Concierge Services. This position serves as the first physical impression of the property, requiring the attendant to provide a professional, hospitable, and warm arrival and departure experience for guests.

Requirements

High School diploma or higher
Excellent customer service skills
Excellent communication skills, both verbal and written
Ability to use technology, e.g., computers, tablets, and iPads
Proven experience working in a clean, organized, and efficient manner
Ability to take initiative and handle assignments with limited supervision
Experience in handling confidential information
Strong collaboration skills and ability to coordinate with a team
A sense of ownership in everything that you do

Nice To Haves

Previous hospitality experience preferred
Previous Opera PMS experience preferred

Responsibilities

Interact with guests by providing exceptional customer service and share hotel knowledge using personalization such as using the guest name.
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 team.
Report 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.
Ensure successful performance results, including assisting guests with an exceptional experience to ensure high guest survey scores on GSS, according to Marriott and Mainsail standards.