Front Desk Agent

MCR Hotels•Pompano Beach, FL

19d•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 greeting guests, handling guest concerns, maintaining knowledge of hotel facilities, amenities, room rates, and promotions, supporting hotel groups and events, and answering incoming calls using the approved greeting. Agents process check-ins and check-outs efficiently, contact guests after check-in to confirm their room is satisfactory, and receive and record incoming mail as required by the shift checklist. All team members are expected to contribute to a clean, organized, and safe hotel, including pitching in to clean guest rooms and public areas when needed. The role requires accurate completion of operational checklists and shift handover reports, professional communication and teamwork, and adherence to uniform and grooming standards. Employees may also be assigned other job-related duties.

Requirements

Must be at least 18 years old.
Must have a positive, can-do 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 effectively listen to, understand, clarify, and resolve concerns raised by co-workers and guests.
Must communicate information and ideas clearly.
Must have a desire to serve guests.
Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays, based on hotel demands.
Must read, write, understand, and communicate effectively in English.
Must be able to stand or remain stationary for long 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, or 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.
May occasionally need to 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.
Handle challenging guest situations with hospitality and urgency, and respond to guest needs and requests in a timely manner.
Maintain knowledge of hotel facilities, amenities, room rates, and promotions.
Support awareness of and service for hotel groups and events.
Answer incoming calls with friendly service using the approved greeting.
Help keep front- and back-of-house areas clean, organized, and safe, including cleaning guest rooms and public spaces as needed.
Complete operational checklists accurately and at designated times each shift.
Prepare accurate and timely shift handover reports.
Wear a clean, approved uniform and nametag and maintain grooming standards.
Process guest check-ins and check-outs efficiently.
Contact guests after check-in to confirm their room is satisfactory and ask whether they need anything else.
Receive and note incoming mail as required by the daily shift checklist.
Communicate clearly, honestly, and professionally and collaborate with team members.
Arrive and clock in on time, follow scheduled break procedures, clock out at the scheduled shift end unless directed otherwise, and provide sufficient notice when calling out.