Front Desk Agent

MCR Hotels•Loveland, OH

12d•Onsite

About The Position

The Front Desk Agent ensures guests have a friendly arrival and departure experience and addresses their needs and requests promptly, efficiently, and hospitably. The role includes greeting guests, using their names when possible, supporting guest satisfaction, handling challenging situations with urgency and hospitality, knowing hotel features and amenities, supporting groups and events, and answering incoming calls with the approved friendly greeting. Front Desk Agents check guests in and out in a timely manner, contact guests after check-in to confirm their room is satisfactory and ask whether anything else would improve their stay, stay current on room rates and promotions, and receive and record incoming mail as required by the daily shift checklist. Team members are also expected to keep work areas clean and organized, help clean guest rooms and public spaces as needed, complete checklists accurately and on time, provide accurate and timely shift handover reports, wear an approved clean uniform and nametag, and collaborate professionally with colleagues. The position requires a positive, service-oriented attitude; the ability to follow guidelines, work under pressure, listen and resolve concerns, and communicate clearly. The employee must be at least 18 years old, able to communicate effectively in English, and willing to work a varied schedule that may include evenings, nights, weekends, and holidays. Physical duties include standing for extended periods, using computers and office equipment, moving around the hotel, and lifting and transporting supplies weighing up to 25 pounds. The work environment typically has moderate noise from phones and communication between coworkers and customers.

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 effectively 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.
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 needs.
Must arrive and clock in on time, follow scheduled clock-out and break procedures, and give sufficient notice for call-outs as directed by a supervisor.
Must read, write, understand, and communicate effectively in English.
Must be able to stand or remain stationary for extended periods, typically 3–4 hours at a time.
Must be able to 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.
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 handle challenging guest situations with hospitality and urgency.
Maintain knowledge of hotel features, amenities, room rates, and promotions.
Support awareness of and service for hotel groups and events.
Answer incoming calls using the approved friendly greeting.
Keep front- and back-of-house work areas clean and organized, and help clean guest rooms and public spaces as needed.
Complete operational checklists accurately and at designated times each shift.
Prepare accurate, timely shift handover reports.
Check guests in and out promptly and contact guests after check-in to confirm their room is satisfactory and identify additional needs.
Receive and record incoming mail as required by the daily shift checklist.
Wear a clean, approved uniform and nametag and maintain a well-groomed appearance.
Communicate and collaborate professionally with team members and assist with other job-related duties as directed.