Front Desk Agent

MCR Hotels•Rosemont, IL

51d•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, using their names, ensuring guest satisfaction, handling challenging situations with hospitality, possessing strong knowledge of hotel facilities and amenities, supporting events, understanding relevant technology, and maintaining excellent phone etiquette. Additionally, maintaining spotless workspaces, pitching in for cleaning duties, and adhering to product consistency and quality standards through accurate checklist completion and timely shift handover reports are crucial. Teamwork, clear communication, a can-do attitude, and collaboration are essential for creating a welcoming environment.

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.
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, unless otherwise directed.
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, 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 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 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.
Ensure all operational checklists are completed accurately and at the designated times.
Ensure handover reports are accurate and on time.
Wear a clean, approved uniform and be well-groomed, wearing a nametag and smiling at all times.
Communicate clearly, honestly, and professionally with Team Members.
Exhibit a can-do attitude and willingness to stretch beyond traditional role.
Work together with all Team Members to create a welcoming environment.
Check guests in and out 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.