Front Desk Agent

MPM Macon•Dunedin, FL

3d•Onsite

About The Position

The Fenway Hotel, a historic jazz-age icon and a member of Marriott's Autograph Collection, is seeking enthusiastic, fun, and energetic individuals for the Front Desk Agent position. This role is crucial as the first physical impression of the property, responsible for providing a unique, professional, hospitable, and warm arrival and departure experience. The Agent will handle Front Desk, Bell Services, and Concierge Services, embodying the hotel's homage to Dunedin's rich music history and its status as a destination for guests seeking to be carried away in their own verse. The hotel has been recognized as a "Voted a Top Workplace" by the Tampa Bay Times, highlighting a positive culture, growth opportunities, and commitment to its team.

Requirements

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
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
Ability to sit or stand for extended periods of time
Ability to bend
Ability to lift, pull 50 lbs
Ability to communicate clearly
Corrected vision to normal range
Ability to work long hours as needed
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
Ability to work effectively in stressful, high pressure situations
Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
Evening & Weekend Availability Required

Nice To Haves

Previous hospitality experience
Previous Opera PMS experience

Responsibilities

Interact with guests by providing exceptional customer service and sharing hotel knowledge using personalization, such as guest names.
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 and promote the 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 guests to rooms according to their preferences, paying attention to nonverbal cues that make each experience memorable.
Assist and resolve any guest billing inquiries and/or concerns.
Consistently utilize the Empower guest experience tool to reference, maintain, and add guest requests, preferences, and communication details.
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.
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.
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.