Front Desk Agent

MCR Hotels•Jackson, TN

11d•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, responding to concerns, maintaining knowledge of hotel features and amenities, supporting groups and events, and answering calls with the approved friendly greeting. Agents must help maintain clean, organized, and safe hotel spaces, pitching in with guest rooms and public areas as needed. They complete operational checklists accurately and on time, provide accurate shift handover reports, and wear a clean approved uniform, nametag, and appropriate grooming. Role-specific duties include completing check-ins and checkouts efficiently, contacting guests after check-in to confirm their room is satisfactory and identify any additional needs, maintaining current knowledge of room rates and promotions, and receiving and recording incoming mail according to the daily shift checklist. The position requires a positive, service-oriented attitude, the ability to follow procedures and work under pressure, effective listening, conflict resolution and communication skills, and a willingness to work a varied schedule. The employee must be at least 18 years old and able to perform the described physical duties, with reasonable accommodations available as stated in the posting.

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 well in stressful, high-pressure situations.
Must be effective at listening to, understanding, clarifying, and resolving concerns 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 throughout the hotel, and move throughout the hotel and guest rooms.
Must be able to inspect and visually observe details at close and long range.
Must occasionally lift packages or general office equipment.
Must arrive and clock in on time for scheduled shifts and follow designated timekeeping and break procedures.

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 a sense of urgency.
Maintain knowledge of hotel facilities, amenities, rates, and promotions.
Support hotel groups and events and understand role-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 designated times each shift.
Prepare accurate and timely shift handover reports.
Wear an approved clean uniform and nametag and maintain the required grooming standards.
Complete guest check-ins and checkouts in a timely manner.
Contact guests after check-in to confirm their room is satisfactory and determine whether they need anything else.
Receive and record incoming mail as required by the daily shift checklist.
Communicate clearly, honestly, and professionally with coworkers and collaborate to support guests and the workplace.
Arrive and clock in on time, clock out at the scheduled shift end unless directed otherwise, and never work off the clock.
Clock in and out for breaks at the designated scheduled times and provide sufficient notice when calling out, as directed by the supervisor.
Perform other job-related duties or instructions as assigned by an authorized person.