Front Desk Agent

MCR Hotels•Matthews, NC

13d•Onsite

About The Position

The Front Desk Agent ensures guests have a friendly arrival and departure experience and responds to their needs and requests in a timely, efficient, and hospitable manner. The role includes welcoming guests, using their names when possible, supporting guest satisfaction, handling challenging situations with hospitality and urgency, maintaining knowledge of hotel features and amenities, supporting groups and events, and answering calls with the approved friendly greeting. Front Desk Agents check guests in and out efficiently, contact guests after check-in to confirm that their rooms are satisfactory and determine whether anything else is needed, maintain current knowledge of room rates and promotions, and receive and document incoming mail according to the daily shift checklist. Team members help maintain clean, organized, and safe guest and staff areas, completing operational checklists accurately and on time and providing accurate, timely shift handover reports. They wear a clean, approved uniform and nametag and maintain professional communication and a collaborative, guest-focused attitude. The position requires following established guidelines, working effectively under pressure, listening to and resolving concerns, communicating clearly, and demonstrating a desire to serve guests. The role may involve standing for extended periods; using computers, office machinery, phones, and data-entry equipment; moving around the hotel and guest rooms; and lifting and transporting supplies weighing up to 25 pounds. The work environment typically has moderate noise. Employees may also be asked to perform other job-related duties. The position is at-will and does not create an employment contract.

Requirements

Must be at least 18 years of age.
Must have a positive, can-do attitude and willingness to learn.
Must be able to understand and follow established guidelines and procedures.
Must work well in stressful, high-pressure situations.
Must effectively listen to, understand, clarify, and resolve concerns raised by co-workers and guests.
Must communicate information and ideas clearly.
Must have a desire to serve guests.
Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays.
Must read, write, understand, and communicate effectively in English.
Must be able to stand or remain stationary for long periods, including 3–4 hours at a time.
Must be able to operate computers and other office machinery or devices, perform 10-key operation and data entry, dial a telephone, and manually manipulate objects, handles, tools, or controls.
Must be able to bend, stoop, crouch, lift and transport supplies weighing up to 25 pounds, and move throughout the hotel and guest rooms.
Must be able to inspect and visually observe details at close and long range.
Must occasionally be able to lift packages or general office equipment.

Nice To Haves

Experience in hospitality, service, a consumer-facing franchise, or a related field is preferred.

Responsibilities

Greet guests warmly upon arrival and throughout their stay, using their names when possible.
Contribute to guest satisfaction and address challenging guest situations with hospitality and urgency.
Maintain knowledge of hotel features, amenities, room rates, and promotions, and support awareness of hotel groups and events.
Answer incoming calls using the approved friendly greeting.
Help keep front- and back-of-house areas clean, organized, and safe; pitch in with guest-room and public-space cleaning as needed.
Complete operational checklists accurately and at designated times each shift.
Prepare accurate, timely shift handover reports.
Wear a clean, approved uniform and nametag and remain well-groomed.
Check guests in and out in a timely manner.
Contact guests after check-in to confirm their room is satisfactory and ask whether they need anything else to make their stay more comfortable.
Receive and document incoming mail according to the daily shift checklist.
Communicate clearly, honestly, and professionally with team members and collaborate to create a welcoming environment.
Arrive and clock in on time, clock out at the scheduled shift end unless directed otherwise, never work off the clock, and record breaks as scheduled.
Provide sufficient notice when calling out, as directed by a supervisor.
Perform other job-related duties as assigned.