Front Desk Agent

MCR Hotels•Albuquerque, NM

11d

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.

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.
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.
Show awareness and support for 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 clean and well-organized.
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, while wearing a nametag and smiling at all times.
Ensure all guests checked-in/out in a timely manner.
Contact all guests after check-in to ensure their room is satisfactory and there is nothing else required to make their stay more comfortable.
Maintain up-to-date understanding of room rates, promotions.
Receive and note all incoming mail as required per the daily shift checklist.