Front Desk Agent

MCR Hotels•Chandler, AZ

11d

About The Position

The Front Desk Agent ensures that guests enjoy a friendly arrival and departure experience and that their needs and requests are addressed in a timely, efficient, and hospitable manner. The role includes greeting guests, using their names when possible, answering incoming calls with the approved friendly greeting, handling challenging guest situations, and maintaining knowledge of hotel amenities, rates, promotions, groups, and events. Agents check guests in and out efficiently, contact guests after check-in to confirm room satisfaction, and receive and record incoming mail as required by the daily shift checklist. All team members are expected to contribute to guest satisfaction, cleanliness, product consistency, and teamwork. This includes keeping work areas clean and organized; pitching in to clean guest rooms and public spaces as needed; completing operational checklists accurately and on time; preparing accurate, timely shift handover reports; wearing a clean approved uniform and nametag while well-groomed; and communicating and collaborating professionally. The position requires a positive, service-oriented attitude, the ability to follow established procedures, and the ability to work effectively in stressful, high-pressure situations. The work involves standing in one place for periods of 3–4 hours, operating computers and other office equipment, performing data entry and 10-key operations, using a telephone, manually handling objects and controls, and moving throughout the hotel and guest rooms. The employee may need to bend, stoop, crouch, and lift or transport supplies weighing up to 25 pounds. The work environment typically has moderate noise, including ringing phones and frequent communication with coworkers and customers. English reading, writing, comprehension, and communication skills are required. The schedule may vary and can include evenings, nights, weekends, and holidays.

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 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, 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, and 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.

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 handle challenging guest situations with hospitality and urgency.
Maintain strong knowledge of hotel facilities, amenities, room rates, and promotions; support awareness of hotel groups and events.
Answer incoming calls using the approved friendly greeting.
Keep front- and back-of-house areas clean and organized, and help clean guest rooms and public spaces as needed.
Complete operational checklists accurately and at the designated times each shift.
Prepare accurate and timely shift handover reports.
Wear a clean approved uniform and nametag and maintain grooming standards.
Check guests in and out efficiently and contact guests after check-in to confirm their room is satisfactory and identify any additional needs.
Receive and note incoming mail according to 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 ending time unless directed otherwise, and provide sufficient notice when calling out.
Perform other job-related duties and follow job-related instructions as assigned.