Front Desk Agent

MCR • Midland, TX

15h • Onsite

About The Position

The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests. 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. MCR is the 3rd-largest hotel owner-operator in the United States, founded in 2006 with offices in New York City, Dallas, Chicago, and Richmond, Virginia. The company has a $5.0 billion portfolio of 148 premium-branded hotels containing more than 22,000 guestrooms across 37 states and 106 cities, and employs more than 7,000 team members. MCR operates hotels under 9 Marriott brands, 8 Hilton brands and a number of unflagged independent hotels. MCR has received multiple awards including Fast Company’s 10 Most Innovative Travel Companies of 2020, three-time recipient of the Marriott Partnership Circle Award, and a recipient of the Hilton Legacy Award for Top Performer. For the TWA Hotel, MCR won several prestigious development and architecture awards.

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
• Ability to stand or remain in a stationary position for long periods of time (3-4 hours at a time)
• Ability to type on and operate computers and other office machinery or devices, do 10-key operation and data entry, dial a telephone, manually manipulate objects, handles, tools, and/or controls
• Ability to bend, stoop, crouch, lift and transport supplies of up to 25 pounds throughout the hotel, and move throughout the hotel and the rooms
• Ability to inspect and visually observe details at close range (within a few feet) and from long range
• Ability to occasionally lift packages or general office equipment
• Ability to 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
• Maintain strong knowledge of all features of the hotel facility and amenities
• Be aware of and support all groups and events at the hotel
• Understand relevant technology for the role
• 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, to ensure the hotel is well-organized and safe
• Complete all operational checklists 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 other Team Members
• Be willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests
• Work together with all Team Members at all levels to create a welcoming environment for guests and an effective, positive workplace
• Check-in/out all guests 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
• Maintain an up-to-date understanding of room rates and promotions
• Receive and note all incoming mail as required per the daily shift checklist
• 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

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