Front Desk Agent

MCR • Waukegan, IL

5d • $17 - $17

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, supporting guest satisfaction, handling challenging situations with hospitality and urgency, maintaining knowledge of hotel features and rates, and answering incoming calls with friendly service. Agents check guests in and out efficiently, contact guests after check-in to confirm their rooms meet expectations, and receive and record incoming mail as required by shift checklists.

All team members are expected to help maintain clean, organized, and safe guest and work areas, including pitching in to clean guest rooms or public spaces when needed. The role requires completing operational checklists accurately and on time, preparing accurate shift handover reports, wearing an approved clean uniform and nametag, and communicating and collaborating professionally with coworkers. Team members should be willing to stretch beyond traditional role boundaries to meet the needs of guests and the business.

The position requires working well under pressure, following established procedures, communicating effectively in English, and providing attentive guest service. A varied schedule may include evenings, nights, weekends, and holidays. The work involves extended periods standing, operating computers and office equipment, moving throughout the hotel, and lifting or transporting supplies weighing up to 25 pounds.

Requirements

• Must be at least 18 years of age.
• Must have a positive, can-do 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 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 read, write, understand, and communicate effectively in English.
• Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays.
• Must be punctual and follow clock-in/out, break, and call-out procedures.
• Must be able to stand or remain stationary for 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, use a telephone, and manually manipulate objects, handles, tools, or controls.
• Must be able to bend, stoop, crouch, lift and transport supplies 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 knowledge of hotel features, amenities, rates, and promotions, and remain aware of hotel groups and events.
• Answer incoming calls using the approved greeting and provide friendly service.
• Check guests in and out in a timely manner and contact guests after check-in to confirm their room is satisfactory and identify any additional needs.
• Receive and note incoming mail as required by the daily shift checklist.
• Keep front- and back-of-house areas clean, organized, and safe, and help clean guest rooms and public spaces as needed.
• Complete operational checklists accurately and at designated times and provide accurate, timely shift handover reports.
• Wear a clean, approved uniform and nametag and maintain grooming standards.
• Communicate and collaborate clearly, honestly, and professionally with team members.
• Follow scheduled clock-in, clock-out, and break procedures, and provide required notice when calling out.

Benefits

• Hotel discounts
• Weekly pay
• Paid time off
• Retirement options
• Referral bonuses
• Career advancement and upward mobility
• Health, dental, and vision insurance available after 30 days of employment for full-time team members

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed