Front Desk Agent

MCR Hotels•Dowell, MD

12d

About The Position

The Front Desk Agent’s core mission is to ensure guests have a friendly arrival and departure experience and that their needs and requests are addressed in a timely, efficient, and hospitable manner. The role includes welcoming guests, providing information about hotel amenities, supporting guest satisfaction, and handling challenging situations with urgency and hospitality. Agents are expected to maintain clean, organized, and safe work areas, complete operational checklists and shift handover reports accurately and on time, and contribute to teamwork across the hotel. Role-specific duties include checking guests in and out efficiently, contacting guests after check-in to confirm that their rooms are satisfactory and determine whether they need anything else, keeping current on room rates and promotions, and receiving and documenting incoming mail as required by the daily shift checklist. The position may also involve helping clean guest rooms and public spaces as needed. The work requires a varied schedule that may include evenings, nights, weekends, and holidays. Employees must be able to perform the essential job functions, including extended periods of standing, operating computers and office equipment, and moving supplies around the hotel.

Requirements

Must be at least 18 years old.
Must have a positive, can-do attitude and willingness to learn.
Must understand and follow established guidelines and procedures.
Must work well in stressful, high-pressure situations.
Must listen effectively, understand and clarify concerns, and resolve issues 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.
Must read, write, understand, and communicate effectively in English.
Must be able to stand or remain stationary for extended periods, including 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, use 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 throughout the hotel, and move throughout the hotel and guest rooms.
Must be able to inspect and visually observe details at close and long range.
Must occasionally 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 achieve guest satisfaction by responding to needs and handling challenging guest situations with hospitality and urgency.
Maintain strong knowledge of hotel facilities, amenities, rates, promotions, 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 the designated times each shift.
Prepare accurate, timely shift handover reports.
Wear a clean, approved uniform and nametag and maintain grooming standards.
Check guests in and out efficiently.
Contact guests after check-in to confirm their room is satisfactory and ask whether anything else is needed for their comfort.
Receive and note incoming mail as required by the daily shift checklist.
Communicate clearly, honestly, and professionally with team members and collaborate to support guests and the workplace.
Arrive and clock in on time, clock out at the scheduled shift end unless directed otherwise, never work off the clock, and clock in and out for breaks as scheduled.
Provide sufficient notice to the supervisor when calling out for a scheduled shift.
Perform other job-related duties as assigned by an authorized person.