Front Desk Agent

MCR Hotels•Tempe, AZ

10d

About The Position

The Front Desk Agent helps provide a clean, friendly, well-organized, and safe hotel experience for guests. The role includes welcoming guests, using their names where possible, answering calls courteously, understanding hotel features and amenities, supporting guest satisfaction, and responding to concerns with hospitality and urgency. Team members are expected to maintain clean, organized workspaces and may help clean guest rooms and public areas as needed. The role also requires accurate completion of operational checklists and timely, accurate shift handover reports. Team members must wear an approved clean uniform, be well-groomed, wear a nametag, communicate professionally, and collaborate across roles to meet guest and business needs. The posting's role-specific section is labeled “Night Auditor” and lists overnight audit reporting, security procedures, and receiving and recording incoming mail. Candidates should have a positive attitude, willingness to learn, ability to follow procedures, and skill in handling stressful situations and resolving guest or coworker concerns. The schedule may vary and can include evenings, nights, weekends, and holidays. The position involves extended periods of standing, operating computers and office equipment, handling supplies weighing up to 25 pounds, and moving throughout the hotel and guest rooms. The work environment is usually moderately noisy.

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 listen effectively, understand and clarify concerns, and resolve issues raised by coworkers and guests.
Must communicate information and ideas clearly and effectively in English.
Must have a desire to serve all guests.
Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays.
Must be able to stand or remain stationary for 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 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 range and from a distance.

Nice To Haves

Experience in hospitality, service, a consumer-facing franchise, or a related field is preferred.

Responsibilities

Greet guests warmly on arrival and throughout their stay, using guests’ names whenever possible.
Contribute to guest satisfaction and respond to challenging guest situations with hospitality and urgency.
Maintain knowledge of hotel features, amenities, technology, groups, and events.
Answer incoming calls using the approved friendly greeting.
Keep front- and back-of-house workspaces clean and organized, and assist with cleaning guest rooms and public spaces as needed.
Complete operational checklists accurately and at designated times, and provide accurate, timely shift handover reports.
Wear a clean, approved uniform and nametag and maintain grooming standards.
Communicate clearly and professionally and collaborate with team members to support guests and hotel operations.
Complete hotel audit-related reports and send them by the designated time on the overnight checklist.
Follow overnight security procedures, including exterior entrance locking schedules, late-arrival protocols, and safety and security procedures.
Receive and record incoming mail as required by the daily shift checklist.
Arrive and clock in on time, clock out at the scheduled shift end unless directed otherwise, and clock in and out for breaks as scheduled.
Give sufficient notice when calling out, as directed by a supervisor.
Perform other job-related duties as assigned.