Front Desk Agent

MCR Hotels•Harrisburg, PA

2d•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 where possible, responding to concerns with urgency and hospitality, maintaining knowledge of hotel features and amenities, supporting hotel groups and events, answering calls with the approved greeting, and understanding role-relevant technology. Agents check guests in and out efficiently, contact guests after check-in to confirm room satisfaction and identify additional needs, keep up to date on room rates and promotions, and receive and record incoming mail as required by the daily shift checklist. All team members are expected to help keep front- and back-of-house areas clean, organized, and safe, including pitching in with guest rooms and public spaces as needed. They complete operational checklists accurately and on time, prepare accurate and timely shift handover reports, wear a clean approved uniform and nametag, and maintain professional communication and a collaborative, guest-focused attitude. The position may require following other job-related instructions and performing additional duties assigned by an authorized person.

Requirements

Must be at least 18 years old.
Must have a positive attitude and willingness to learn.
Must be able to understand and follow established guidelines and procedures.
Must work effectively 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, based on hotel needs.
Must read, write, understand, and communicate effectively in English.
Must be able to stand or remain stationary for long periods, including 3–4 hours at a time.
Must be able to operate computers and office machinery or devices, perform 10-key operation and data entry, use a telephone, and manually manipulate objects, handles, 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 throughout their stay and use their names when possible.
Contribute to guest satisfaction and address challenging guest situations with hospitality and a sense of urgency.
Maintain knowledge of hotel features, amenities, rates, and promotions, and support awareness of hotel groups and events.
Answer incoming calls using the approved friendly greeting.
Keep workspaces clean and organized and help clean guest rooms and public spaces as needed.
Complete operational checklists accurately and at designated times, and provide accurate, timely shift handover reports.
Check guests in and out efficiently and contact guests after check-in to confirm their room is satisfactory and identify any additional needs.
Receive and record incoming mail as required by the daily shift checklist.
Communicate clearly and professionally and collaborate with team members to support guests and the workplace.
Arrive and clock in on time, follow scheduled break procedures, clock out at the scheduled shift end unless directed otherwise, and never work off the clock.
Provide sufficient notice to the supervisor when calling out for a scheduled shift.
Follow other job-related instructions and perform other duties as assigned by an authorized person.