Front Desk Agent

MCR Hotels•Norfolk, VA

21h•Onsite

About The Position

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. The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests. This role contributes to great guest satisfaction scores and requires the ability to handle challenging guest situations with hospitality and a sense of urgency. Understanding of relevant technology for the role and strong knowledge of all features of the hotel facility and amenities are essential.

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.
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.
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 guests’ names whenever possible.
Handle challenging guest situations with hospitality and a sense of urgency.
Answer all incoming calls with friendly service using the approved greeting.
Keep all areas, both front and back of the house, clean and well-organized.
Pitch in to clean guest rooms and public spaces as needed.
Greet every guest happily with a smile, by name if possible, while cleaning.
Ensure all operational checklists are completed accurately and at the designated times, every shift.
Ensure handover reports are accurate and on time for effective shift-to-shift communication.
Wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times.
Communicate clearly, honestly, and professionally with Team Members.
Stretch beyond traditional role to meet the needs of the business and MCR’s guests.
Work together to create a welcoming environment for guests and an effective, positive workplace.
Check-in/out all guests in a timely manner.
Contact guests after check-in to ensure their room is satisfactory and there is nothing else required to make their stay more comfortable.
Maintain an up-to-date understanding of room rates and promotions.
Receive and note all incoming mail as required per the daily shift checklist.