Front Desk Agent

MCR Hotels•Austin, TX

About The Position

The Front Desk Agent ensures guests enjoy a friendly arrival and departure experience and that their needs and requests are addressed in a timely, efficient, and hospitable manner. The role involves greeting and assisting guests, handling challenging situations with urgency and hospitality, maintaining knowledge of hotel features and amenities, supporting hotel groups and events, and answering incoming calls using the approved greeting. Agents complete check-ins and check-outs efficiently, contact guests after check-in to confirm their room is satisfactory, stay current on room rates and promotions, and receive and record incoming mail as required by the shift checklist. All team members contribute to a clean, friendly, well-organized, and safe hotel. The agent keeps work areas clean and organized and may help clean guest rooms or public spaces as needed. Operational checklists and shift handover reports must be completed accurately and on time. Team members are expected to communicate professionally, collaborate, and be willing to help beyond their traditional role to meet guest and business needs. The position requires a clean approved uniform, grooming in accordance with the Team Member Handbook, and a nametag. The work involves extended periods of standing, computer and office-device operation, data entry, telephone use, handling objects and tools, and moving throughout the hotel and guest rooms. The agent may bend, stoop, crouch, and lift or transport supplies weighing up to 25 pounds. The work environment typically has moderate noise, including ringing phones and frequent communication.

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 be effective at listening to, understanding, clarifying, and resolving concerns raised by coworkers and guests.
Must communicate 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, based on hotel needs.
Must be able to read, write, understand, and communicate effectively in English.
Must be able to stand or remain stationary for 3–4 hours at a time.
Must be able to type, 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.

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.
Handle challenging guest situations with hospitality and a sense of urgency.
Maintain knowledge of hotel features, amenities, relevant technology, room rates, and promotions.
Support awareness of and service for hotel groups and events.
Answer incoming calls using the approved friendly greeting.
Keep front- and back-of-house work areas clean, organized, and safe, and help clean guest rooms or public spaces as needed.
Complete operational checklists accurately and at the designated times each shift.
Prepare accurate and timely shift handover reports.
Complete guest check-ins and check-outs in a timely manner.
Contact guests after check-in to confirm their room is satisfactory and determine whether they need anything else.
Receive and record incoming mail as required by the daily shift checklist.
Communicate clearly, honestly, and professionally and collaborate with team members.
Wear a clean, approved uniform and nametag and maintain grooming standards.
Arrive on time, follow clock-in and clock-out procedures, take breaks at scheduled times, and provide sufficient notice for call-outs as directed.