Front Desk Agent

MCR Hotels•Waukegan, IL

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 welcoming guests, supporting guest satisfaction, responding to concerns, maintaining knowledge of hotel features and amenities, and communicating with guests by phone. Agents check guests in and out efficiently, follow up after check-in to confirm room satisfaction, stay current on rates and promotions, and receive and record incoming mail according to the daily shift checklist. All team members are expected to maintain clean, organized, and safe workspaces; contribute to cleaning guest rooms and public areas as needed; complete operational checklists accurately and on time; and provide accurate shift handover reports. Team members must wear an approved clean uniform and nametag, maintain professional grooming, and work collaboratively with a positive, guest-focused attitude. Other job-related duties may be assigned.

Requirements

A positive, can-do attitude and willingness to learn.
Ability to understand and follow established guidelines and procedures.
Ability to work effectively in stressful, high-pressure situations.
Effective listening and conflict-resolution skills, including the ability to understand, clarify, and resolve concerns raised by guests and coworkers.
Ability to communicate information and ideas clearly.
Desire to serve guests.
Must be at least 18 years of age.
Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays, based on hotel needs.
Ability to read, write, understand, and communicate effectively in English.
Ability to stand or remain stationary for extended periods, including 3–4 hours at a time.
Ability to operate computers and office machinery, perform 10-key operation and data entry, use a telephone, and manually handle objects, tools, or controls.
Ability to bend, stoop, crouch, lift and transport supplies weighing up to 25 pounds, and move throughout the hotel and guest rooms.
Ability 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.

Responsibilities

Greet guests warmly upon arrival and throughout their stay, using their names when possible.
Contribute to guest satisfaction and handle challenging guest situations with hospitality and urgency.
Maintain strong knowledge of hotel features, amenities, groups, events, and relevant technology.
Answer incoming calls using the approved greeting and friendly phone etiquette.
Keep front- and back-of-house areas clean, organized, and safe; assist with cleaning guest rooms and 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 maintain required grooming standards.
Check guests in and out in a timely manner.
Contact guests after check-in to confirm their room is satisfactory and determine whether they need anything else.
Maintain an up-to-date understanding of room rates and promotions.
Receive and record incoming mail as required by the daily shift checklist.
Communicate clearly, honestly, and professionally and collaborate with team members.
Follow scheduled clock-in, clock-out, and break procedures, and provide sufficient notice when calling out as directed.