Front Desk Agent

MCR • Matthews, NC

14d • $15 - $15 • 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, handling challenging situations with hospitality and urgency, maintaining knowledge of hotel facilities, amenities, rates, and promotions, and supporting groups and hotel events. Agents answer incoming calls using the approved greeting and understand the technology relevant to their role.

Front Desk Agents check guests in and out efficiently and contact guests after check-in to confirm that their room is satisfactory and determine whether they need anything else. They receive and record incoming mail as required by the daily shift checklist. Team members help maintain clean, organized, and safe areas throughout the hotel, including guest rooms and public spaces as needed. They complete operational checklists accurately and on schedule, prepare timely and accurate shift handover reports, wear a clean approved uniform and nametag, and communicate and collaborate professionally with colleagues.

The position requires a positive, guest-focused attitude, the ability to follow procedures and work under pressure, and effective listening, conflict-resolution, and communication skills. The schedule may include evenings, nights, weekends, and holidays. The role involves prolonged standing, computer and office-device use, moving throughout the hotel and rooms, and lifting and transporting supplies weighing up to 25 pounds. The work environment typically has moderate noise, including ringing phones and frequent communication among coworkers and customers.

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 be effective at listening to, understanding, clarifying, and resolving concerns raised by coworkers and guests.
• Must be able to 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 use computers and 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 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 upon arrival and throughout their stay, using their names when possible.
• Contribute to guest satisfaction and handle challenging guest situations with hospitality and a sense of urgency.
• Maintain knowledge of hotel facilities, amenities, rates, and promotions, and support awareness of groups and events.
• Answer incoming calls with friendly service using the approved greeting.
• Check guests in and out in a timely manner and contact them after check-in to confirm their room is satisfactory and identify additional needs.
• Receive and record incoming mail as required by the daily shift checklist.
• Keep front- and back-of-house areas clean, organized, and safe, and help clean guest rooms and public spaces as needed.
• Complete operational checklists accurately and at designated times, and prepare accurate, timely shift handover reports.
• Wear a clean approved uniform and nametag and maintain grooming standards.
• Communicate clearly and professionally and collaborate with other team members.
• Arrive and clock in on time, clock out at the scheduled shift end unless otherwise directed, and record breaks at designated times.
• Provide sufficient notice to the supervisor when calling out for a scheduled shift.
• Perform other job-related duties and follow other job-related instructions as assigned.

Benefits

• Hotel discounts
• Weekly pay
• Paid time off
• Retirement options
• Referral bonuses
• Career advancement and upward mobility
• Health insurance available after 30 days of employment for full-time team members
• Dental insurance available after 30 days of employment for full-time team members
• Vision insurance available after 30 days of employment for full-time team members

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed