Front Desk Agent

MCR Hotels•Minneapolis, MN

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 involves welcoming guests, supporting guest satisfaction, handling challenging situations, maintaining knowledge of hotel facilities and amenities, and supporting hotel groups and events. Agents answer incoming calls using the approved greeting and understand the technology relevant to their role. Front Desk Agents check guests in and out efficiently, contact guests after check-in to confirm that their room is satisfactory and identify any additional needs, maintain an up-to-date understanding of room rates and promotions, and receive and record incoming mail as required by the daily shift checklist. Team members are expected to maintain clean, organized, and safe work areas, complete operational checklists accurately and on time, and provide accurate, timely shift handover reports. They must communicate and collaborate professionally and be willing to assist beyond their traditional role when business or guest needs require it. The role requires a positive, service-oriented attitude, the ability to follow established procedures, handle pressure, listen to and resolve concerns, and communicate effectively in English. The job involves prolonged periods standing, computer and office-device use, moving around the hotel, and lifting or transporting supplies weighing up to 25 pounds. The work environment typically has moderate noise. The schedule may vary and include evenings, nights, weekends, and holidays.

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 be effective at listening to, understanding, clarifying, and resolving concerns raised by co-workers and guests.
Must communicate information and ideas clearly.
Must have a desire to serve all 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, based on hotel demands.
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, 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 lift packages or general office equipment.

Nice To Haves

Experience in hospitality, service, a consumer-facing franchise, or a related field.

Responsibilities

Greet guests warmly on arrival and throughout their stay, using their names whenever possible.
Contribute to guest satisfaction and handle challenging guest situations with hospitality and urgency.
Maintain knowledge of hotel facilities, amenities, groups, events, and relevant role-specific technology.
Answer incoming calls using the approved greeting and friendly phone etiquette.
Keep front- and back-of-house areas clean, organized, and safe, and assist with cleaning guest rooms or public spaces as needed.
Complete operational checklists accurately and at designated times each shift.
Prepare accurate, 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 room satisfaction and address additional needs.
Maintain current knowledge of room rates and promotions.
Receive and record incoming mail according to the daily shift checklist.
Communicate and collaborate clearly, honestly, and professionally 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 never work off the clock.
Provide sufficient notice to the supervisor when calling out for a scheduled shift.
Perform other job-related duties as assigned.