Front Desk Agent

MCR Hotels•Alexandria, LA

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, completing check-ins and check-outs, contacting guests after check-in to confirm their rooms are satisfactory, maintaining current knowledge of room rates and promotions, and receiving and noting incoming mail according to the daily shift checklist. Team members are expected to contribute to guest satisfaction, maintain clean and organized workspaces, complete operational checklists and shift handover reports accurately and on time, wear an approved clean uniform and nametag, and communicate and collaborate professionally. Team members may be asked to help clean guest rooms and public spaces as needed. The role requires following hotel guidelines and procedures, handling guest and coworker concerns, and performing other job-related duties as assigned.

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 and issues raised by coworkers and guests.
Must communicate information and ideas clearly.
Must have a desire to serve all guests.
Must read, write, understand, and communicate effectively in English.
Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays, based on hotel needs.
Must be able to stand or remain stationary for extended periods, typically 3–4 hours at a time.
Must be able to type and operate computers and office machinery, perform 10-key operation and data entry, use a telephone, and manually manipulate 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 its rooms.
Must be able to visually inspect details at close and long range; may occasionally need 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.
Handle challenging guest situations with hospitality and urgency, and work to resolve guest concerns.
Maintain knowledge of hotel facilities, amenities, rates, promotions, groups, and events.
Answer incoming calls using the approved greeting and friendly phone etiquette.
Help keep front- and back-of-house areas clean, organized, and safe; pitch in with guest-room and public-space cleaning as needed.
Complete operational checklists accurately and at the designated times, and provide accurate, timely shift handover reports.
Wear a clean, approved uniform and nametag and maintain grooming standards.
Complete guest check-ins and check-outs in a timely manner.
Contact guests after check-in to confirm their room is satisfactory and identify any further needs.
Receive and note incoming mail as required by the daily shift checklist.
Communicate clearly, honestly, and professionally and collaborate with team members.
Arrive on time, clock in and out as scheduled, follow designated break procedures, and give sufficient notice when calling out.
Perform other job-related duties as assigned.