Front Desk Agent

Overview

Deliver guest check‑in/out, concierge, and bell services with personalized hospitality.

Key Responsibilities

• check-in
• payment processing
• reporting
• concierge
• guest relations
• loyalty program

Tasks

-Follow all hotel policies and procedures as outlined in the team member handbook. -Maintain cleanliness and order of work area. -Follow scheduled shifts and follow break and lunch requirements. -Maintain the highest degree of confidentiality. -Respond to and resolve all guest inquiries and/or opportunities utilizing appropriate empowerment guidelines. -Responsible to know all functions to showcase the hotel and the hotel’s unique story to each guest. -Assist with guest luggage and receive, store, and deliver both luggage and mail. -Develop and maintain positive working relationships with others. -Assist and resolve any guest billing inquiries and/or concerns. -Report any suspicious activity or unusual items in room to hotel leadership and/or loss prevention team -Assign and escort guest to rooms according to their preferences paying attention to those nonverbal cues that make each experience memorable. -Work on multiple tasks, making appropriate progress towards deadlines. -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. -Execute all required front office reports, pre-arrival planning, and checklists as outlined by leadership. -Process mobile arrivals and execute flawless service in remote check in area according to property, company, and brand guidelines. -Manage differing personalities within the office, the hotel, and the community. -Collect and verify methods of payment, produce room keys for all guests ensuring guest confidentiality throughout their stay and beyond. -Actively engage guests in and promote hotel loyalty program including new guest program enrollments. -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. -Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. -Report any irregular behavior from guests in public areas and or in room. -Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.

Requirements

• high school
• hospitality
• opera pms
• customer service
• communication
• stress management

What You Bring

-High School diploma or higher -Previous hospitality experience preferred -Ability to work long hours as needed. -Ability to interact with guests by providing exceptional customer service and share hotel knowledge using personalization such as using the guest name. -Ability to work effectively in stressful, high pressure situations. -Ability to bend. -Excellent customer service skills -Corrected vision to normal range. -Previous Opera PMS experience preferred -Ability to sit or stand for extended periods of time. -Ability to take initiative and handle assignments with limited supervision. -Able to work independently, take direction, and provide direction to others. -Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary. -Ability to communicate clearly. -Excellent communication skills, both verbal and written -Ability to lift, pull 40 lbs.

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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 -All above-listed benefits except for Medical Insurance, Holiday Pay, Tuition Reimbursement

About Mainsail Lodging & Development

-Founded with a vision to provide innovative hospitality solutions, Mainsail Lodging & Development focuses on transforming properties into exceptional destinations. -With a diverse portfolio spanning hotels, resorts, and residential projects, Mainsail develops, owns, and operates high-end properties that cater to both leisure and business travelers. -The company’s expertise lies in blending local character with modern luxury, offering a unique experience at each location. -Mainsail is known for its commitment to quality, delivering well-curated developments that contribute to vibrant local communities. -From conceptual design to day-to-day operations, Mainsail is involved at every stage, ensuring each property achieves its full potential in both service and profitability. -In addition to traditional hotel and resort projects, Mainsail also specializes in mixed-use developments, creating environments that serve both residents and visitors. -Standout projects include waterfront resorts and urban boutique hotels, with a strong emphasis on enhancing guest experiences while maintaining operational efficiency. -Mainsail’s hands-on approach and deep industry knowledge make them a leader in transforming spaces into iconic destinations.

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