Hybrid At Your Service Agent bei Mainsail Lodging and Development
Mainsail Lodging and Development · Tampa, Vereinigte Staaten Von Amerika · Hybrid
- Junior
- Optionales Büro in Tampa
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.
About Epicurean Hotel
Welcome to the Epicurean Hotel, a paradise for food lovers. Our passionate culinary team, led by our talented executive chef, works tirelessly to create dishes that are not only delicious but also visually stunning. We take great pride in using only the freshest, locally sourced ingredients to ensure the highest quality of our dishes.
At our hotel, we believe that indulging in the pleasures of life is the ultimate tribute to it. We invite you to join us and experience all the flavors that life has to offer. If you share our passion, we would love to cook with you and add your special ingredients to our recipe.
Overview of the role
As the At Your Service (AYS) Agent, you are the voice of the Epicurean Hotel, serving as the primary point of contact for all internal and external phone communications. With a strong focus on guest satisfaction, you’ll provide seamless, courteous, and personalized service, ensuring each interaction leaves a lasting impression. This role is key in supporting hotel operations, guest requests, and the overall guest experience.
What you have
High school diploma or equivalent required
Prior experience in hospitality or customer service is preferred
Familiarity with OPERA PMS is a plus
Strong communication skills, both verbal and written
Ability to multitask in a fast-paced environment
Tech-savvy and quick to learn new systems
Enthusiastic about delivering personalized guest service
Availability to work a flexible schedule, including nights, weekends, and holidays.
What you’ll do
Guest Service & Communication
Provide exceptional service by answering calls promptly, professionally, and with personalization (e.g., using guest names).
Promote the hotel’s amenities, offerings, and brand story with confidence and enthusiasm.
Actively promote and enroll guests in the hotel’s loyalty program.
Handle and resolve guest billing inquiries and concerns.
Respond to guest complaints or issues using appropriate empowerment guidelines to ensure resolution and satisfaction.
Serve as a concierge resource by offering local recommendations for dining, shopping, and attractions, and assist in securing reservations or arrangements.
Call Management & Dispatch
Operate and maintain the PBX phone system to manage high call volumes for both internal and external communications.
Qualify, screen, and transfer calls based on established procedures.
Monitor and manage guest service and dispatch requests to ensure timely execution by hotel departments.
System Use & Reporting
Use the Empower guest experience system to log and track guest preferences, requests, and service follow-up.
Complete all required daily reports, pre-arrival planning tasks, and shift checklists in coordination with leadership.
Maintain working knowledge of menu items and process in-room dining orders, upselling as appropriate per F&B guidelines.
Hotel Operations Support
Follow all hotel policies, procedures, and standards as outlined in the team member handbook.
Adhere to assigned shift schedules, including lunch and break periods.
Report any irregular guest behavior, suspicious activity, or unsafe conditions to leadership or the appropriate team (e.g., Loss Prevention).
Ensure the cleanliness and organization of the work area.
Perform additional duties as assigned by management to support the guest experience and hotel operations.
Teamwork & Professionalism
Maintain a positive and professional demeanor in all interactions with guests and team members.
Communicate clearly and effectively in both spoken and written formats.
Build strong working relationships across departments to support service delivery.
Take initiative and complete tasks with minimal supervision.
Complete all required safety training and report accidents or injuries promptly.
Physical Demand
Ability to sit or stand for extended periods of time
Ability to bend
Ability to lift and pull 50 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 toward deadlines
Able to work independently, take direction, and provide direction to others
Manage differing personalities within the property, the resort, 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
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 and Holiday Pay
On-Call Associate Benefits
Employee Discounts | Employee Referral Bonus | Free meal for all full-service hotel employees
