Front Desk Agent

MCR • King of Prussia, PA

5d • $15 - $16

About The Position

The Front Desk Agent ensures guests have a friendly arrival and departure experience and responds to their needs and requests in a timely, efficient, and hospitable manner. The role includes greeting guests, using their names when possible, supporting guest satisfaction, resolving challenging situations, knowing hotel features and amenities, and being aware of hotel groups and events. Agents answer incoming calls with the approved friendly greeting and understand the technology relevant to their role.

Team members help maintain clean, organized, and safe guest and back-of-house areas, and may assist with cleaning guest rooms and public spaces as needed. They complete operational checklists accurately and on time, provide accurate shift handover reports, and wear a clean approved uniform and nametag while maintaining a well-groomed appearance. Front Desk Agent duties also include efficient check-ins and check-outs, contacting guests after check-in to confirm their room is satisfactory, keeping current with room rates and promotions, and receiving and recording incoming mail as required by the daily shift checklist.

The position requires a positive, service-oriented attitude, the ability to follow procedures, work under pressure, communicate clearly, and listen to and resolve concerns raised by guests and coworkers. The schedule may vary and can include evenings, nights, weekends, and holidays. The job involves prolonged standing, operating computers and other office equipment, moving throughout the hotel, and lifting and transporting supplies weighing up to 25 pounds. The work environment generally has moderate noise. Employees may also be assigned other job-related duties.

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 effectively in stressful, high-pressure situations.
• Must be effective at listening to, understanding, clarifying, and resolving concerns 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.
• Must read, write, understand, and communicate effectively in English.
• 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 weighing up to 25 pounds, and move throughout the hotel and 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 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, rates, promotions, groups, and events.
• Answer incoming calls using the approved friendly greeting.
• Help keep front- and back-of-house areas clean, organized, and safe, including pitching in with guest-room and public-space cleaning as needed.
• Complete operational checklists accurately and at designated times.
• Prepare accurate and timely shift handover reports.
• Wear an approved clean uniform and nametag and maintain a well-groomed appearance.
• 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 record incoming mail according to the daily shift checklist.
• Communicate clearly and professionally and collaborate with coworkers to support guests and hotel operations.
• Arrive on time, follow scheduled clock-in and clock-out procedures, take breaks at designated times, and provide notice for shift call-outs as directed.

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