Front Desk Agent

MCR Hotels•Norfolk, VA

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, handling concerns, and maintaining knowledge of hotel facilities, amenities, rates, and promotions. Agents check guests in and out efficiently, contact guests after check-in to confirm that their rooms meet expectations, and receive and record incoming mail as required by the shift checklist. All team members are expected to help maintain clean, organized, and safe guest and back-of-house areas, complete operational checklists accurately and on time, provide accurate shift handover reports, and work collaboratively. The position requires clear, professional communication and a willingness to assist beyond traditional role boundaries when needed. The work environment typically has moderate noise, including ringing phones and frequent communication with coworkers and customers.

Requirements

Must be at least 18 years of age.
Must have a positive 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 be willing to work a varied schedule that may include evenings, nights, weekends, and holidays, based on hotel demands.
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 type and operate computers and other office machinery or devices, perform 10-key operation and data entry, dial 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, and move throughout the hotel and guest rooms.
Must be able 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 respond to challenging guest situations with hospitality and urgency.
Maintain strong knowledge of hotel facilities, amenities, groups, events, and relevant technology.
Answer incoming calls using the approved friendly greeting.
Help keep front- and back-of-house areas clean, organized, and safe, including assisting with guest rooms and public spaces as needed.
Complete operational checklists accurately and at the designated times each shift.
Prepare accurate and timely shift handover reports.
Wear a clean, approved uniform and nametag and maintain professional grooming.
Check guests in and out in a timely manner.
Contact guests after check-in to confirm their room is satisfactory and identify any additional needs.
Maintain an up-to-date understanding of room rates and promotions.
Receive and record incoming mail according to the daily shift checklist.
Communicate clearly, honestly, and professionally and collaborate with coworkers.
Arrive and clock in on time, follow scheduled break and clock-out procedures, and provide sufficient notice when calling out.