Front Desk Agent

MCR Hotels•Austin, TX

3d•Onsite

About The Position

The Front Desk Agent ensures guests have a friendly arrival and departure experience and responds to their needs and requests in a timely, efficient, and hospitable manner. The role includes welcoming guests, using their names when possible, handling guest concerns with urgency and hospitality, knowing hotel features and amenities, supporting awareness of hotel groups and events, and answering calls with the approved friendly greeting. Agents check guests in and out efficiently, contact guests after check-in to confirm that their rooms are satisfactory, stay current on room rates and promotions, and receive and record incoming mail according to the daily shift checklist. All team members are expected to help maintain clean, organized, and safe front- and back-of-house areas, including pitching in on guest rooms and public spaces as needed. They complete operational checklists accurately and on schedule, prepare timely and accurate shift handover reports, and wear a clean approved uniform and nametag while meeting grooming standards. The role requires clear, professional communication and collaboration, a willingness to assist beyond customary duties, and a positive, guest-focused approach. The position involves standing for extended periods, operating computers and other office equipment, handling objects and supplies, moving throughout the hotel and rooms, and occasionally lifting packages or office equipment. The work environment typically has a moderate noise level, including ringing phones and frequent communication with guests and coworkers.

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 listen effectively, understand and clarify concerns, and resolve issues 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 needs.
Must read, write, understand, and communicate effectively in English.
Must be able to stand or remain stationary for extended 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.

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 their names when possible.
Contribute to guest satisfaction and handle challenging guest situations with hospitality and urgency.
Maintain knowledge of hotel facilities, features, amenities, rates, and promotions.
Support awareness of and service for hotel groups and events.
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, timely shift handover reports.
Wear a clean approved uniform and nametag and maintain required grooming standards.
Check guests in and out in a timely manner.
Contact guests after check-in to confirm their room is satisfactory and identify any additional needs.
Receive and record incoming mail according to the daily shift checklist.
Communicate clearly, honestly, and professionally and collaborate with team members.
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 a supervisor.
Perform other job-related duties as assigned by an authorized person.