Front Desk Agent

MCR Hotels•Kansas, KS

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, answering calls courteously, resolving guest concerns, and maintaining knowledge of hotel features, amenities, rates, promotions, groups, and events. Agents complete check-ins and check-outs efficiently, contact guests after check-in to confirm their room is satisfactory, and receive and record incoming mail as required by the shift checklist. All team members help maintain clean, organized, and safe guest and back-of-house areas, pitching in to clean guest rooms and public spaces as needed. The agent completes operational checklists accurately and on time, prepares accurate and timely shift handover reports, and wears a clean approved uniform, nametag, and appropriate grooming. The role requires clear, professional communication and collaboration, flexibility to support business and guest needs, and adherence to established procedures and scheduling expectations.

Requirements

Positive, can-do attitude and willingness to learn.
Ability to understand and follow established guidelines and procedures.
Ability to work well in stressful, high-pressure situations.
Effective listening and conflict-resolution skills, including the ability to understand, clarify, and resolve concerns raised by guests and coworkers.
Ability to convey information and ideas clearly.
Desire to serve all guests.
Must be at least 18 years old.
Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays.
Ability to read, write, understand, and communicate effectively in English.
Ability to stand or remain stationary for 3–4 hours at a time.
Ability to operate computers and other office devices, perform 10-key operation and data entry, and use a telephone.
Ability to manually manipulate objects, handles, tools, and controls.
Ability to bend, stoop, crouch, lift and transport supplies weighing up to 25 pounds, and move throughout the hotel and guest rooms.
Ability to inspect and visually observe details at close and long range.
Ability to 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 when possible.
Contribute to guest satisfaction and handle challenging guest situations with hospitality and urgency.
Maintain strong knowledge of hotel features, facilities, amenities, room rates, and promotions.
Support awareness of and service for hotel groups and events.
Answer incoming calls using the approved greeting and provide friendly service.
Keep work areas clean and organized and help clean guest rooms and public spaces as needed.
Complete operational checklists accurately and at designated times each shift.
Prepare accurate, timely shift handover reports.
Complete guest check-ins and check-outs efficiently.
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.
Communicate clearly, honestly, and professionally and collaborate with team members.
Arrive and clock in on time, follow break and clock-out procedures, and provide required notice when calling out.