Front Desk Agent

MCR Hotels•Midland, TX

6d•Onsite

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, and maintaining knowledge of the hotel’s features, amenities, rates, and promotions. Agents answer incoming calls using the approved greeting, support hotel groups and events, and contact guests after check-in to confirm their room is satisfactory and identify any additional needs. They also receive and record incoming mail as required by the daily shift checklist. All team members contribute to a clean, friendly, well-organized, and safe hotel. The position requires keeping work areas clean and organized and pitching in with guest-room or public-area cleaning as needed. Agents complete operational checklists accurately and on time, prepare accurate and timely shift handover reports, and wear a clean approved uniform and nametag while meeting grooming standards. Clear, professional communication and collaboration are expected, along with flexibility to support guests and business needs beyond traditional role boundaries. The role involves working a varied schedule that may include evenings, nights, weekends, and holidays. Physical duties include standing for extended periods, operating computers and office devices, handling objects and tools, moving around the hotel and guest rooms, and lifting and transporting supplies weighing up to 25 pounds. The work environment typically has moderate noise. Employees must communicate effectively in English and perform other job-related duties as assigned. The position is at Hilton Garden Inn in Midland, Texas.

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 effectively listen to, understand, clarify, and resolve 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, depending on hotel needs.
Must read, write, understand, and communicate effectively in English.
Must be able to stand or remain stationary for periods of 3–4 hours at a time.
Must be able to type and operate computers and other office machinery or devices, perform 10-key operation and data entry, dial a telephone, and manually handle objects, tools, and 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.
Must occasionally be able to lift packages or general office equipment.

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.
Help provide a positive guest experience and contribute to guest satisfaction.
Handle challenging guest situations with hospitality and urgency.
Maintain knowledge of hotel features, amenities, room rates, and promotions.
Support awareness of and service for hotel groups and events.
Answer incoming calls with friendly service using the approved greeting.
Keep front- and back-of-house areas clean and organized, and assist with cleaning guest rooms or public spaces as needed.
Complete operational checklists accurately and at designated times each shift.
Prepare accurate and timely shift handover reports.
Wear a clean, approved uniform and nametag and meet grooming standards.
Check guests in and out in a timely manner.
Contact guests after check-in to verify that their room is satisfactory and ask whether they need anything else.
Receive and record incoming mail as required by the daily shift checklist.
Communicate and collaborate clearly, honestly, and professionally with team members.
Arrive and clock in on time, clock out at the scheduled end of the shift unless directed otherwise, and never work off the clock.
Clock in and out for breaks at the designated scheduled times and provide sufficient notice when calling out.
Perform other job-related duties as assigned.