Front Desk Agent

MCR • Charlotte, NC

4d • Onsite

About The Position

Charlotte Steele Creek Hampton Inn and Suites location is looking for a full-time front desk agent with open availability.
SECTION ONE: MCR Universal Role Standards
EXECUTIVE SUMMARY
CLEANLINESS and FRIENDLINESS!
The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests.
AREAS OF EXCELLENCE
Happy Guests
Spotless Cleanliness
Product Consistency & Quality
Teamwork
Duties and Expectations
1. Happy Guests
Guest Relations: Greet guests happily upon arrival and throughout their stay with a smile.
Name Use: Use the guests’ names whenever possible, ensuring they feel properly welcomed.
Guest Satisfaction: All Team Members work together to contribute to great guest satisfaction scores.
Recovery: Ability to handle challenging guest situations with hospitality and a sense of urgency.
Hotel Knowledge: Strong knowledge of all features of the hotel facility and amenities.
Events: Awareness and support for all groups and events at the hotel.
Technology: Understanding of relevant technology for each role.
Phone Etiquette: Answer all incoming calls with friendly service using the approved greeting.
2. Spotless Cleanliness
Sparkling Clean Workspaces: All areas, both front and back of the house, should be kept clean and well-organized.
Pitching In: Cleanliness is a team effort! Everyone may expect to pitch in to clean guest rooms and public spaces as needed, to ensure the hotel is well-organized and safe.
Hospitality While Cleaning: Always greet every guest happily with a smile, by name if possible, while cleaning.
3. Product Consistency & Quality
Checklists to 100% Accuracy: All operational checklists are completed accurately and at the designated times, every shift.
Shift Handover Reports: Handover reports must be accurate and on time, for effective shift-to-shift communication.
Flawless Uniform: All Team Members must wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times.
4. Teamwork
Communication: Communication between Team Members should be clear, honest, and professional.
Can Do Attitude: Willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests.
Collaboration: All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace.
SECTION TWO: Front Desk Agent, Role Specific Duties and Expectations
The core mission of the Front Desk Agent is to ensure all guests enjoy a friendly arrival and departure experience, while addressing all needs and requests in a timely, efficient and hospitable manner.

Requirements

• Must have a positive attitude and willingness to learn.
• Must be able to understand and follow established guidelines and procedures.
• Must work well in stressful, high-pressure situations.
• Must be effective at listening to, understanding, clarifying, and resolving the concerns and issues raised by co-workers and guests.
• Must be able to convey information and ideas clearly.
• Must have a desire to serve all guests.
• Must be 18 years of age or older to perform this job.
• Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays based upon the demands of the hotel.
• Arrive and clock in on time for every shift worked and clock out at the scheduled shift ending time, unless otherwise directed by your immediate supervisor. Never work while off the clock.
• Clock in/out for breaks at the designated time on your schedule.
• Provide sufficient notice as directed by your supervisor when calling out for a scheduled shift.
• Read, write, understand and communicate with others effectively using the English language.

Nice To Haves

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

Responsibilities

• Greet guests happily upon arrival and throughout their stay with a smile.
• Use the guests’ names whenever possible, ensuring they feel properly welcomed.
• Contribute to great guest satisfaction scores.
• Handle challenging guest situations with hospitality and a sense of urgency.
• Strong knowledge of all features of the hotel facility and amenities.
• Awareness and support for all groups and events at the hotel.
• Understanding of relevant technology for each role.
• Answer all incoming calls with friendly service using the approved greeting.
• Keep all areas clean and well-organized.
• Complete all operational checklists accurately and at the designated times, every shift.
• Handover reports must be accurate and on time, for effective shift-to-shift communication.
• Ensure all guests checked-in/out in a timely manner.
• Contact all guests after check-in to ensure their room is satisfactory and there is nothing else required to make their stay more comfortable.
• Up-to-date understanding of room rates, promotions.
• Receive and note all incoming mail as required per the daily shift checklist.

Benefits

• Hotel Discounts
• Weekly Pay
• Paid Time Off
• Retirement Options
• Referral bonuses
• Career advancement & upward mobility
• Health, Dental, 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