Front Desk Agent

MCR Hotels•Little Rock, AR

4d•Onsite

About The Position

The core mission of the Front Desk Agent is to ensure all guests enjoy a friendly arrival and departure experience, while addressing all needs and requests in a timely, efficient and hospitable manner. The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests. This involves greeting guests happily upon arrival and throughout their stay, using their names whenever possible, and contributing to great guest satisfaction scores. The role requires the ability to handle challenging guest situations with hospitality and a sense of urgency, and to have strong knowledge of all features of the hotel facility and amenities. Awareness and support for all groups and events at the hotel, and understanding of relevant technology for the role are also important. Phone etiquette includes answering all incoming calls with friendly service using the approved greeting. All areas, both front and back of the house, should be kept clean and well-organized, and Team Members may be expected to pitch in to clean guest rooms and public spaces as needed. Cleanliness is a team effort to ensure the hotel is well-organized and safe. Hospitality is maintained while cleaning by greeting every guest happily with a smile, by name if possible. All operational checklists must be completed accurately and at the designated times, every shift. Handover reports must be accurate and on time for effective shift-to-shift communication. All Team Members must wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times. Communication between Team Members should be clear, honest, and professional. A 'Can Do Attitude' means being willing to stretch beyond traditional roles to meet the needs of the business and MCR’s guests. All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace.

Requirements

Experience in a hospitality, service, consumer-facing franchise or related field preferred.
Must have a positive 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 be effective at listening to, understanding, clarifying, and resolving the concerns and issues raised by co-workers and guests.
Must be able to convey information and ideas clearly.
Must have a desire to serve all guests.
Must be 18 years of age or older to perform this job.
Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays based upon the demands of the hotel.
Arrive and clock in on time for every shift worked and clock out at the scheduled shift ending time, unless otherwise directed by your immediate supervisor.
Never work while off the clock.
Clock in/out for breaks at the designated time on your schedule.
Provide sufficient notice as directed by your supervisor when calling out for a scheduled shift.
Stand or remain in a stationary position for long periods of time (3-4 hours at a time).
Type on and operate computers and other office machinery or devices, do 10-key operation and data entry, dial a telephone, manually manipulate objects, handles, tools, and/or controls.
Bend, stoop, crouch, lift and transport supplies of up to 25 pounds throughout the hotel, and move throughout the hotel and the rooms.
Inspect and visually observe details at close range (within a few feet) and from long range.
Occasionally required to lift packages or general office equipment.
Read, write, understand and communicate with others effectively using the English language.

Responsibilities

Greet guests happily upon arrival and throughout their stay with a smile.
Use the guests’ names whenever possible, ensuring they feel properly welcomed.
Contribute to great guest satisfaction scores.
Handle challenging guest situations with hospitality and a sense of urgency.
Maintain strong knowledge of all features of the hotel facility and amenities.
Be aware of and support all groups and events at the hotel.
Understand relevant technology for the role.
Answer all incoming calls with friendly service using the approved greeting.
Keep all areas, both front and back of the house, clean and well-organized.
Pitch in to clean guest rooms and public spaces as needed.
Greet every guest happily with a smile, by name if possible, while cleaning.
Complete all operational checklists accurately and at the designated times, every shift.
Ensure handover reports are accurate and on time for effective shift-to-shift communication.
Wear a clean, approved uniform and be well-groomed per the Team Member Handbook, wearing a nametag and smiling at all times.
Communicate clearly, honestly, and professionally with Team Members.
Demonstrate a 'Can Do Attitude' and willingness to stretch beyond traditional roles.
Work together with all Team Members to create a welcoming environment for guests and an effective, positive workplace.
Check-in/out guests in a timely manner.
Contact guests after check-in to ensure their room is satisfactory and there is nothing else required to make their stay more comfortable.
Maintain an up-to-date understanding of room rates and promotions.
Receive and note all incoming mail as required per the daily shift checklist.