Front Desk Agent

MCR Hotels•Minneapolis, MN

11d

About The Position

The Front Desk Agent ensures guests have a friendly arrival and departure experience and addresses their needs and requests in a timely, efficient, and hospitable manner. The role includes greeting guests, using their names when possible, handling guest concerns with hospitality and urgency, maintaining knowledge of hotel amenities and rates, supporting hotel events, answering calls courteously, processing check-ins and check-outs, following up after check-in to confirm guest satisfaction, and receiving and recording incoming mail as required. Team members are expected to help maintain clean, organized, and safe guest and back-of-house areas, pitching in to clean guest rooms and public spaces as needed. They must complete operational checklists accurately and on schedule, prepare timely shift handover reports, wear an approved clean uniform and nametag, and communicate and collaborate professionally with colleagues. The position may also involve other job-related duties assigned by authorized personnel. The job requires standing in one place for extended periods, using computers and other office equipment, performing data entry and 10-key operations, handling objects and controls, moving throughout the hotel and guest rooms, and lifting or transporting supplies weighing up to 25 pounds. The work environment typically has moderate noise, including ringing phones and frequent communication. English reading, writing, comprehension, and communication skills are required. The position is part-time, and the schedule may vary to include evenings, nights, weekends, and holidays based on hotel needs.

Requirements

Must be at least 18 years old.
Must have a positive attitude and willingness to learn.
Must understand and follow established guidelines and procedures.
Must work effectively in stressful, high-pressure situations.
Must be able to listen to, understand, clarify, and resolve concerns raised by guests and coworkers.
Must communicate information and ideas clearly.
Must have a desire to serve guests.
Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays.
Must be able to read, write, understand, and communicate effectively in English.
Must be able to stand or remain stationary for long periods, approximately 3–4 hours at a time.
Must be able to use computers and office machinery, perform 10-key operations and data entry, use a telephone, and manually handle objects, tools, and controls.
Must be able to bend, stoop, crouch, move throughout the hotel and rooms, and lift and transport supplies weighing up to 25 pounds.
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 whenever possible.
Contribute to guest satisfaction and handle challenging guest situations with hospitality and urgency.
Maintain knowledge of hotel facilities, amenities, room rates, and promotions.
Be aware of and support hotel groups and events.
Answer incoming calls using the approved greeting and provide friendly service.
Keep front- and back-of-house areas clean, organized, and safe; help clean guest rooms and public spaces as needed.
Complete operational checklists accurately and at designated times each shift.
Prepare accurate, timely shift handover reports.
Wear a clean, approved uniform and nametag and maintain grooming standards.
Communicate clearly, honestly, and professionally, and collaborate with team members.
Check guests in and out in a timely manner.
Contact guests after check-in to confirm their room is satisfactory and ask whether they need anything else.
Receive and record incoming mail as required by the daily shift checklist.
Arrive on time, clock in and out as scheduled, follow break procedures, and provide call-out notice as directed.