Front Desk Agent (Full-time)

MCR Hotels•Carlisle, PA

6d•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, answering calls with the approved greeting, handling guest concerns, and maintaining knowledge of hotel facilities, amenities, rates, promotions, groups, and events. Agents check guests in and out efficiently, contact guests after check-in to confirm their rooms meet expectations, and receive and record incoming mail as required by the shift checklist. All team members contribute to guest satisfaction, cleanliness, product consistency, and teamwork. The agent keeps workspaces clean and organized, may help clean guest rooms and public spaces as needed, completes operational checklists accurately and on time, and provides accurate shift handover reports. Team members are expected to wear a clean, approved uniform and nametag, communicate professionally, and help meet the needs of guests and the business.

Requirements

Positive attitude and willingness to learn.
Ability to understand and follow established guidelines and procedures.
Ability to work effectively in stressful, high-pressure situations.
Effective listening, understanding, clarification, and conflict-resolution skills when addressing concerns from guests and co-workers.
Ability to convey information and ideas clearly.
Desire to serve all guests.
Must be at least 18 years old.
Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays, based on hotel demands.
Ability to read, write, understand, and communicate effectively in English.
Ability to stand or remain stationary for long periods, including 3–4 hours at a time.
Ability to operate computers and office machinery or devices, perform 10-key operation and data entry, use a telephone, and manually handle objects, tools, and controls.
Ability to bend, stoop, crouch, lift and transport supplies weighing up to 25 pounds, and move throughout the hotel and guest rooms.
Ability to visually inspect details at close and long range; occasional lifting of packages or general office equipment may be required.

Nice To Haves

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

Responsibilities

Greet guests warmly upon 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, amenities, room rates, promotions, groups, and events.
Answer incoming calls using the approved greeting and provide friendly service.
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 each shift.
Prepare accurate, timely shift handover reports.
Check guests in and out efficiently and contact guests after check-in to confirm their room is satisfactory and offer further assistance.
Receive and record incoming mail according to the daily shift checklist.
Communicate clearly and professionally and collaborate with team members.
Arrive and clock in on time, follow scheduled break and clock-out procedures, and provide required notice when calling out.