Front Desk Agent

MCR•Brownsville, TX

27d•$11 - $12•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, supporting guest satisfaction, handling challenging situations, maintaining knowledge of hotel features, amenities, rates, and promotions, and supporting hotel groups and events. Agents answer incoming calls using the approved greeting, complete check-ins and check-outs efficiently, follow up with guests after check-in to confirm their rooms meet expectations, and receive and record incoming mail as required by the shift checklist. All team members contribute to clean, friendly, well-organized, and safe hotels. This includes keeping workspaces clean, pitching in with guest-room and public-area cleaning as needed, completing operational checklists accurately and on time, preparing accurate shift handover reports, and wearing a clean approved uniform and nametag while maintaining appropriate grooming. Team members are expected to communicate professionally, collaborate, and be willing to help beyond traditional role boundaries to meet business and guest needs. The position requires a positive attitude, willingness to learn, ability to follow procedures, and effectiveness in a fast-paced, high-pressure environment. The agent must listen to and resolve concerns, communicate clearly, and demonstrate a desire to serve guests. The work involves extended periods standing, computer and office-device use, data entry, handling objects and tools, moving around the hotel and rooms, and lifting or transporting supplies weighing up to 25 pounds. The work environment typically has moderate noise. A varied schedule may include evenings, nights, weekends, and holidays. Applicants must be at least 18 years old and able to communicate effectively in English.

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 effectively in stressful, high-pressure situations.
Must be effective at listening to, understanding, clarifying, and resolving concerns raised by co-workers 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 arrive and clock in on time for shifts, follow scheduled clock-out and break procedures, and provide sufficient notice for call-outs as directed.
Must read, write, understand, and communicate effectively in English.
Must be able to stand or remain stationary for 3–4 hours at a time.
Must be able to use computers and 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 be able to 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 whenever possible.
Contribute to guest satisfaction and handle challenging guest situations with hospitality and urgency.
Maintain knowledge of hotel facilities, amenities, room rates, and promotions; remain aware of and support hotel groups and events.
Answer incoming calls using the approved greeting and provide friendly service.
Keep front- and back-of-house work areas clean and organized, and 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 and contact guests after check-in to confirm room satisfaction and address 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 hotel operations.
Arrive and clock in on time, clock out at the scheduled shift ending time unless otherwise directed, and clock in and out for breaks as scheduled.
Give sufficient notice when calling out for a scheduled shift.
Perform other job-related duties or instructions as assigned.