Front Desk Agent

MCR Hotels•Linthicum, MD

11d

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, handling incoming calls with the approved greeting, responding to guest concerns, and maintaining knowledge of hotel features, amenities, rates, and promotions. Agents check guests in and out efficiently, contact guests after check-in to confirm their rooms meet their needs, and receive and record incoming mail according to the daily shift checklist. All team members contribute to guest satisfaction, cleanliness, product consistency, and teamwork. The agent keeps work areas clean and organized and may help clean guest rooms and public spaces as needed. The role requires accurate and timely completion of operational checklists and shift handover reports, a clean approved uniform and nametag, professional communication, and flexibility to support hotel and guest needs beyond traditional role boundaries. The position involves standing for extended periods, using computers and office equipment, handling objects and tools, moving throughout the hotel and guest rooms, and lifting or transporting supplies weighing up to 25 pounds. The work environment is typically moderately noisy, including ringing phones and frequent communication. Employees must read, write, understand, and communicate effectively in English. The employer may assign other related duties and retains the right to change or assign duties; the position is at-will.

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 effectively in stressful, high-pressure situations.
Must listen to, understand, clarify, and resolve concerns and issues raised by coworkers and guests.
Must communicate information and ideas clearly.
Must have a desire to serve all guests.
Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays, based on hotel needs.
Must be punctual and comply with clock-in, clock-out, break, and call-out procedures.
Must read, write, understand, and communicate effectively in English.
Must be able to stand or remain stationary for 3–4 hours at a time; operate computers and other office machinery; 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, move throughout the hotel and rooms, and visually inspect 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, events, room rates, and promotions.
Answer incoming calls using the approved friendly greeting.
Keep front- and back-of-house work areas clean and organized; assist with cleaning guest rooms and public spaces as needed.
Greet guests while cleaning, with a smile and by name when possible.
Complete operational checklists accurately and at the 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 in a timely manner.
Contact guests after check-in to confirm their room is satisfactory and identify any additional needs.
Receive and note incoming mail according to the daily shift checklist.
Communicate clearly, honestly, and professionally with team members and collaborate to create a welcoming guest environment.
Arrive and clock in on time, clock out at the scheduled shift end unless directed otherwise, and never work off the clock.
Clock in and out for breaks at the designated times and provide sufficient notice when calling out, as directed by a supervisor.
Perform other job-related duties or instructions as assigned.