Front Desk Agent

MCR Hotels•Abilene, TX

About The Position

The Front Desk Agent’s core mission is to provide guests with a friendly arrival and departure experience and address their needs and requests in a timely, efficient, and hospitable manner. The role follows MCR’s standards for clean, friendly, well-organized, and safe hotels, with an emphasis on guest satisfaction, cleanliness, product consistency and quality, and teamwork. The agent greets guests warmly, uses their names when possible, responds to guest concerns with hospitality and urgency, maintains knowledge of hotel features and amenities, supports awareness of hotel groups and events, and answers incoming calls using the approved greeting. Agents may help clean guest rooms and public spaces as needed, keep work areas organized, complete operational checklists accurately and on time, and prepare accurate shift handover reports. They are expected to wear a clean approved uniform and nametag and to be well-groomed. Role-specific duties include checking guests in and out efficiently, contacting guests after check-in to ensure their rooms are satisfactory and to ask whether they need anything else, keeping current on room rates and promotions, and receiving and noting incoming mail as required by the daily shift checklist. The position requires a positive, service-oriented approach, the ability to follow guidelines, and effective communication and conflict resolution. The schedule may vary and include evenings, nights, weekends, and holidays. Physical duties include standing for long periods, operating computers and office equipment, moving around the hotel, and lifting and transporting supplies weighing up to 25 pounds.

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 listen effectively, understand and clarify concerns, and resolve issues raised by coworkers and guests.
Must communicate information and ideas clearly and desire to serve all 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, 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, and move throughout the hotel and its rooms.
Must be able to inspect and visually observe details at close range and from a distance.
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.
Contribute to guest satisfaction and respond to challenging guest situations with hospitality and urgency.
Maintain knowledge of hotel features, amenities, rates, and promotions, and support awareness of hotel groups and events.
Answer incoming calls using the approved greeting.
Keep front- and back-of-house work areas clean and organized; 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 the required grooming standards.
Check guests in and out in a timely manner.
Contact guests after check-in to confirm their room is satisfactory and determine whether they need anything else.
Receive and note incoming mail according to the daily shift checklist.
Communicate clearly and professionally and collaborate with team members to provide a welcoming environment.
Arrive and clock in on time, follow scheduled break procedures, clock out at the scheduled shift ending time unless directed otherwise, and provide notice when calling out as directed.
Perform other job-related duties or instructions as assigned.