Front Desk Agent

MCR Hotels•Hampton, VA

4d•Onsite

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 welcoming guests, handling guest concerns, maintaining knowledge of hotel features and amenities, supporting groups and events, and using role-relevant technology. Agents answer incoming calls with the approved friendly greeting and contribute to guest satisfaction and a clean, organized, and safe hotel. The Front Desk Agent checks guests in and out efficiently, contacts guests after check-in to confirm that their rooms are satisfactory and to identify any further needs, stays up to date on room rates and promotions, and receives and records incoming mail according to the daily shift checklist. Team members complete operational checklists accurately and on time, provide timely and accurate shift handover reports, maintain a clean approved uniform and professional grooming, and communicate and collaborate with colleagues. Team members may also be asked to help clean guest rooms and public spaces as needed. The position requires a positive, guest-focused attitude; the ability to follow procedures, work under pressure, listen and resolve concerns, and communicate effectively. The schedule may vary and include evenings, nights, weekends, and holidays. Physical duties include standing for extended periods, operating computers and office equipment, moving throughout the hotel, and lifting or transporting supplies weighing up to 25 pounds. The work environment generally has a moderate noise level. The employer may assign other job-related duties and states that the role is at-will.

Requirements

Must be at least 18 years of age.
Must have a positive attitude and willingness to learn.
Must understand and follow established guidelines and procedures.
Must work effectively in stressful, high-pressure situations.
Must be able to listen, understand, clarify, and resolve concerns raised by guests and coworkers.
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 arrive and clock in on time, follow scheduled clock-out and break procedures, and provide sufficient notice for call-outs as directed by a supervisor.
Must be able to 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 office machinery, perform 10-key operation and data entry, use a telephone, and manually manipulate objects, tools, and 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.

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 when possible.
Handle challenging guest situations with hospitality and urgency, and help resolve guest concerns and requests.
Maintain knowledge of hotel features, amenities, room rates, and promotions.
Support hotel groups and events and contribute to guest satisfaction.
Answer incoming calls using the approved friendly greeting.
Keep front- and back-of-house 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.
Check guests in and out in a timely manner.
Contact guests after check-in to confirm room satisfaction and ask whether they need anything else to make their stay comfortable.
Receive and record incoming mail as required by the daily shift checklist.
Wear a clean, approved uniform, maintain required grooming, wear a nametag, and present a friendly demeanor.
Communicate professionally and collaborate with team members to support guests and hotel operations.
Arrive on time, follow clock-in and clock-out procedures, take breaks as scheduled, and provide notice for absences as directed.
Perform other job-related duties as assigned.