Front Desk Agent

MCR•Norfolk, VA

3d•$16 - $17•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 welcoming guests, using their names when possible, responding to concerns, maintaining knowledge of hotel amenities and rates, supporting groups and events, and answering calls with the approved greeting. After check-in, agents contact guests to confirm their room is satisfactory and ask whether anything else is needed. They also receive and note incoming mail according to the daily shift checklist. All team members contribute to guest satisfaction, cleanliness, product consistency, and teamwork. This includes keeping workspaces clean and organized, pitching in to clean guest rooms and public spaces as needed, completing checklists accurately and on time, preparing accurate shift handover reports, wearing a clean approved uniform and nametag, and communicating clearly and professionally. The position requires following established procedures, working effectively under pressure, and providing hospitable service. The schedule may include evenings, nights, weekends, and holidays. The role involves standing for long periods, operating computers and other office equipment, handling data entry and phone calls, moving throughout the hotel, and lifting and transporting supplies weighing up to 25 pounds. The work environment typically has moderate noise. The employee must communicate effectively in English and be at least 18 years old.

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 effectively in stressful, high-pressure situations.
Must be able to listen to, understand, clarify, and resolve concerns raised by guests and coworkers.
Must communicate information and ideas clearly and communicate effectively in English.
Must have a desire to serve 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 long periods, including 3–4 hours at a time.
Must be able to operate computers and office machinery, perform 10-key operation and data entry, dial a telephone, and manipulate objects, handles, tools, or controls.
Must be able to bend, stoop, crouch, move throughout the hotel and rooms, and lift and transport supplies weighing up to 25 pounds.
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.
Provide a friendly and efficient check-in and check-out experience.
Contact guests after check-in to confirm their room is satisfactory and identify any additional needs.
Address guest concerns and challenging situations with hospitality and urgency.
Maintain knowledge of hotel features, amenities, room rates, and promotions.
Be aware of and support hotel groups and events.
Answer incoming calls using the approved greeting and friendly service.
Receive and note incoming mail as required by the daily shift checklist.
Keep front- and back-of-house workspaces clean, organized, and safe; help clean 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 and collaborate clearly, honestly, and professionally with team members.
Follow established guidelines and procedures, arrive on time, follow clock-in/out and break procedures, and provide notice when calling out.
Perform other job-related duties or instructions as assigned.