Front Desk Agent

MCR Hotels•Abilene, TX

5d•Onsite

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 greeting guests, handling check-ins and check-outs, following up after check-in to confirm room satisfaction, answering calls, and maintaining current knowledge of room rates and promotions. The agent also receives and records incoming mail as required by the daily shift checklist. All team members are expected to help maintain clean, organized, and safe guest and work areas, complete operational checklists accurately and on time, provide accurate shift handover reports, and work collaboratively to support guest satisfaction. The position requires a positive, guest-focused approach, professional communication, and a willingness to assist beyond traditional role boundaries as business needs require.

Requirements

Must be at least 18 years of age.
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 effectively listen to, understand, clarify, and resolve concerns and issues raised by guests and co-workers.
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 demands.
Must arrive and clock in on time for each shift, follow scheduled clock-out and break procedures, and never work off the clock.
Must provide sufficient notice when calling out, as directed by a supervisor.
Must be able to read, write, understand, and communicate effectively in English.
Must be able to stand or remain stationary for long periods, typically 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, and move throughout the hotel and guest rooms.
Must be able to inspect and visually observe details at close and long range.
Must occasionally be able 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 on arrival and throughout their stay, using their names when possible.
Provide a friendly and efficient guest check-in and check-out experience.
Contact guests after check-in to confirm that their room is satisfactory and determine whether they need anything else.
Respond to guest needs and requests promptly and hospitably, including handling challenging situations with urgency.
Answer incoming calls using the approved greeting and friendly phone etiquette.
Maintain current knowledge of room rates, promotions, hotel facilities, and amenities.
Be aware of and support hotel groups and events.
Receive and record incoming mail as required by the daily shift checklist.
Keep workspaces clean and organized and assist with cleaning guest rooms and public spaces as needed.
Complete operational checklists accurately at designated times and provide accurate, timely shift handover reports.
Wear a clean, approved uniform and nametag and maintain grooming standards.
Communicate clearly and professionally and collaborate with team members to support guests and hotel operations.
Follow scheduled clock-in, clock-out, and break procedures, and provide call-out notice as directed by a supervisor.
Perform other job-related duties and follow job-related instructions as assigned.