Front Desk Agent

MCR • Pasadena, CA

4d • $20 - $20 • Onsite

About The Position

The core mission of the Front Desk Agent is to ensure all guests enjoy a friendly arrival and departure experience, while addressing all needs and requests in a timely, efficient and hospitable manner. This role involves maintaining MCR's standard of providing clean, friendly, well-organized, and safe hotels for guests. Key areas of focus include ensuring happy guests through excellent guest relations, maintaining spotless cleanliness in all areas, ensuring product consistency and quality, and fostering strong teamwork. The Front Desk Agent is expected to greet guests warmly, use their names when possible, contribute to high guest satisfaction scores, and handle challenging situations with hospitality. A strong knowledge of hotel facilities and amenities, awareness of events, and understanding of relevant technology are also important. Efficiently checking guests in and out, understanding room rates and promotions, and managing incoming mail are specific duties. The role requires a positive attitude, willingness to learn, ability to follow guidelines, and effective communication and conflict resolution skills. The employee must be 18 years or older and willing to work a varied schedule including evenings, nights, weekends, and holidays. They must arrive on time for shifts, adhere to break schedules, and provide sufficient notice when calling out. The job involves standing for long periods, operating office machinery, bending, lifting up to 25 pounds, and inspecting details at various ranges. The work environment is typically moderately noisy.

Requirements

• Experience in a hospitality, service, consumer-facing franchise or related field preferred.
• 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 the concerns and issues raised by co-workers and guests.
• Must be able to convey information and ideas clearly.
• Must have a desire to serve all guests.
• Must be 18 years of age or older to perform this job.
• Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays based upon the demands of the hotel.
• Arrive and clock in on time for every shift worked and clock out at the scheduled shift ending time, unless otherwise directed by your immediate supervisor.
• Never work while off the clock.
• Clock in/out for breaks at the designated time on your schedule.
• Provide sufficient notice as directed by your supervisor when calling out for a scheduled shift.
• Stand or remain in a stationary position for long periods of time (3-4 hours at a time).
• Type on and operate computers and other office machinery or devices, do 10-key operation and data entry, dial a telephone, manually manipulate objects, handles, tools, and/or controls.
• Bend, stoop, crouch, lift and transport supplies of up to 25 pounds throughout the hotel, and move throughout the hotel and the rooms.
• Inspect and visually observe details at close range (within a few feet) and from long range.
• Occasionally required to lift packages or general office equipment.
• Read, write, understand and communicate with others effectively using the English language.

Responsibilities

• Greet guests happily upon arrival and throughout their stay with a smile.
• Use guests’ names whenever possible, ensuring they feel properly welcomed.
• Contribute to great guest satisfaction scores.
• Handle challenging guest situations with hospitality and a sense of urgency.
• Maintain strong knowledge of all features of the hotel facility and amenities.
• Be aware of and support all groups and events at the hotel.
• Understand relevant technology for the role.
• Answer all incoming calls with friendly service using the approved greeting.
• Keep all areas, both front and back of the house, clean and well-organized.
• Pitch in to clean guest rooms and public spaces as needed.
• Greet every guest happily with a smile while cleaning.
• Ensure all operational checklists are completed accurately and at the designated times.
• Complete accurate and on-time handover reports for effective shift-to-shift communication.
• Wear a clean, approved uniform and be well-groomed, wearing a nametag and smiling at all times.
• Communicate clearly, honestly, and professionally with Team Members.
• Exhibit a 'Can Do' attitude, willing to stretch beyond traditional role to meet business and guest needs.
• Work collaboratively to create a welcoming environment for guests and a positive workplace.
• Ensure all guests are checked in/out in a timely manner.
• Contact guests after check-in to ensure their room is satisfactory and address any further needs.
• Maintain an up-to-date understanding of room rates and promotions.
• Receive and note all incoming mail as required per the daily shift checklist.

Benefits

• Hotel Discounts
• Weekly Pay
• Paid Time Off
• Retirement Options
• Referral bonuses
• Career advancement & upward mobility
• Health, Dental, 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