Front Desk Agent

MCR•Charlotte, NC

7d•$16 - $17•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 involves welcoming guests, using their names when possible, answering calls with the approved greeting, responding to guest concerns, and maintaining knowledge of hotel features, amenities, rates, promotions, groups, and events. Agents check guests in and out efficiently, contact guests after check-in to confirm their room is satisfactory, and receive and record incoming mail according to the daily shift checklist. All team members are expected to help maintain clean, organized, and safe areas throughout the hotel, including guest rooms and public spaces as needed. The role requires accurate and timely completion of operational checklists and shift handover reports, wearing a clean approved uniform and nametag, and communicating and collaborating professionally with coworkers. The position may also involve other job-related duties as assigned.

Requirements

Must be at least 18 years old.
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 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 all guests.
Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays, depending on hotel needs.
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 use computers and 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.
Experience in hospitality, service, a consumer-facing franchise, or a related field is preferred.

Nice To Haves

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

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 strong knowledge of hotel features, amenities, rates, and promotions; support awareness of hotel groups and events.
Answer incoming calls using the approved friendly greeting.
Help keep front- and back-of-house areas, guest rooms, and public spaces clean, organized, and safe as needed.
Complete operational checklists accurately and at designated times, and provide 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 and 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 and collaborate clearly, honestly, and professionally with team members.
Arrive and clock in on time, observe scheduled break procedures, clock out at the scheduled shift end unless directed otherwise, and provide notice for call-outs as directed.
Perform other job-related duties or instructions as assigned.