Front Desk Agent

MCR Hotels • Chandler, AZ

90d • 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. This role is crucial in maintaining the MCR standard of providing clean, friendly, well-organized, and safe hotels for guests. The Front Desk Agent is expected to contribute to great guest satisfaction scores, handle challenging situations with hospitality, and possess strong knowledge of the hotel's facilities and amenities. They must also be aware of and support hotel events and understand relevant technology. Excellent phone etiquette is required, including answering calls with friendly service using the approved greeting. Cleanliness is a team effort, and all team members are expected to pitch in to ensure the hotel is well-organized and safe. Accuracy in completing operational checklists and providing accurate shift handover reports is essential. A flawless uniform and grooming are required at all times.

Requirements

• Must be 18 years of age or older.
• 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 concerns and issues.
• Must be able to convey information and ideas clearly.
• Must have a desire to serve all guests.
• Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays.
• Arrive and clock in on time for every shift worked and clock out at the scheduled shift ending time.
• Clock in/out for breaks at the designated time.
• Provide sufficient notice as directed by the 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.
• Perform 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.
• Move throughout the hotel and the rooms.
• Inspect and visually observe details at close range and from long range.
• Occasionally lift packages or general office equipment.
• Read, write, understand and communicate with others effectively using the English language.

Nice To Haves

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

Responsibilities

• Greet guests happily upon arrival and throughout their stay with a smile.
• Use guests’ names whenever possible.
• 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 while cleaning.
• Complete all operational checklists accurately and at the designated times.
• Ensure handover reports are accurate and on time.
• Wear a clean, approved uniform and be well-groomed.
• Communicate clearly, honestly, and professionally with team members.
• Exhibit a Can Do Attitude, willing to stretch beyond traditional role.
• Collaborate with team members to create a welcoming environment.
• Check-in/out guests in a timely manner.
• Contact guests after check-in to ensure their room is satisfactory.
• Maintain an up-to-date understanding of room rates and promotions.
• Receive and note all incoming mail as required per the daily shift checklist.

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed