Front Desk Agent

Join Our Team at The Fenway Hotel

The Fenway Hotel is an iconic establishment in the jazz age, now part of the prestigious Autograph Collection® of Marriott International, Inc. We are 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.

Evening and weekend availability required.

Overview of the Role

The Front Desk Agent is responsible for front desk, bell services, and concierge services. The agent serves as the first physical impression of the property and is responsible for providing a unique, professional, and hospitable and warm arrival/departure experience.

Schedule Availability

Open availability preferred. AM, mid, and PM shifts are typically as follows:

• AM shifts are typically 7am-3pm
• PM shifts are typically 3pm-11pm
• Mid-shifts are variable between 7am-11pm

Essential Job Functions

• Ability to interact with guests by providing exceptional customer service and share hotel knowledge using personalization such as using the guest name.
• Responsible to 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.

Hotel Performance

• 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

Qualification Standards

Education & Experience

• 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

Physical Demands

• Ability to sit or stand for extended periods of time
• Ability to bend
• Ability to lift, pull 50 lbs
• Ability to communicate clearly
• Cor…