Front Desk Agent

MCR Hotels•King of Prussia, PA

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, providing information about hotel facilities and amenities, supporting groups and events, responding to calls, resolving guest concerns, and helping maintain a clean, organized, and safe hotel environment. Team members are expected to work collaboratively, communicate professionally, follow operational procedures, complete checklists and shift handover reports accurately and on time, and wear an approved uniform and nametag while maintaining a well-groomed appearance. The Front Desk Agent processes guest check-ins and check-outs efficiently, contacts guests after check-in to confirm their room is satisfactory and identify any additional needs, maintains current knowledge of room rates and promotions, and receives and records incoming mail as required by the daily shift checklist. Employees may also be asked to help clean guest rooms and public spaces as needed and perform other job-related duties assigned by an authorized person. The position requires the ability to work effectively under pressure, listen to and resolve concerns raised by guests and coworkers, communicate clearly in English, and provide attentive guest service. The employee must be at least 18 years old and willing to work a varied schedule that may include evenings, nights, weekends, and holidays. Physical duties include standing for extended periods, operating computers and other office devices, moving throughout the hotel, and lifting or transporting supplies weighing up to 25 pounds. The work environment typically has moderate noise, including ringing phones and frequent communication.

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 well in stressful, high-pressure situations.
Must be able to listen to, understand, clarify, and resolve concerns and 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, depending on hotel needs.
Must be able to 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 handle objects, 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 rooms.
Must be able to inspect and visually observe details at close range and from a distance.
Must occasionally be able to lift packages or general office equipment.
Must be able to work in a usually moderate-noise environment with ringing phones and frequent communication.
Must arrive and clock in on time, clock out at the scheduled shift ending time unless otherwise directed, record breaks at designated times, and never work off the clock.
Must provide sufficient notice as directed by a supervisor when calling out for a scheduled shift.

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 friendly service when answering incoming calls, using the approved greeting.
Handle challenging guest situations with hospitality and urgency, and help resolve guest and coworker concerns.
Maintain knowledge of hotel facilities, amenities, room rates, promotions, and relevant technology.
Be aware of and support hotel groups and events.
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 and timely shift handover reports.
Wear a clean, approved uniform and nametag and maintain a well-groomed appearance.
Work collaboratively and communicate clearly, honestly, and professionally with team members.
Process guest check-ins and check-outs in a timely manner.
Contact guests after check-in to verify their room is satisfactory and determine whether they need anything else.
Receive and record incoming mail as required by the daily shift checklist.
Arrive on time and clock in and out as scheduled, including recording breaks as designated; do not work off the clock.
Give the supervisor sufficient notice when calling out for a scheduled shift.
Perform other job-related duties as assigned by an authorized person.