Front Desk Agent

MCR Hotels•Daytona Beach Shores, FL

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, using their names when possible, responding to concerns, maintaining knowledge of hotel facilities and amenities, supporting hotel events, and answering incoming calls with the approved friendly greeting. The agent checks guests in and out 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. Team members are expected to keep work areas clean and organized, complete checklists and handover reports accurately and on time, wear an approved clean uniform and nametag, and collaborate with colleagues. Other job-related duties may be assigned.

Requirements

Must be at least 18 years old.
Must have a positive attitude and willingness to learn.
Must understand and follow established guidelines and procedures.
Must work effectively in stressful, high-pressure situations.
Must be able to listen to, understand, clarify, and resolve concerns raised by guests and co-workers.
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.
Must be able to read, write, understand, and communicate effectively in English.
Must be able to stand or remain stationary for extended 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 throughout the hotel, and move throughout the hotel and guest rooms.
Must be able to inspect and visually observe details at close and long range; occasional lifting of packages or general office equipment is required.

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.
Handle challenging guest situations with hospitality and urgency, and help resolve guest concerns and requests.
Maintain knowledge of hotel facilities, amenities, room rates, and promotions.
Support awareness of and service for hotel groups and events.
Answer incoming calls using the approved greeting and friendly phone etiquette.
Check guests in and out in a timely manner.
Contact guests after check-in to confirm that their room is satisfactory and determine whether they need anything else.
Receive and record incoming mail as required by the daily shift checklist.
Keep front- and back-of-house areas clean, organized, and safe, and assist with cleaning guest rooms and public spaces as needed.
Complete operational checklists accurately and at designated times, and prepare accurate, timely shift handover reports.
Communicate clearly and professionally and collaborate with team members to support a welcoming guest environment.
Arrive and clock in on time, clock out at the scheduled shift ending unless otherwise directed, and never work off the clock.
Clock in and out for breaks at the scheduled times and provide sufficient notice when calling out, as directed by a supervisor.
Perform other job-related duties as assigned.