Front Desk Agent

MCR Hotels•Pasadena, CA

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 greeting guests, using their names when possible, answering calls with the approved greeting, handling concerns with hospitality and urgency, and maintaining knowledge of hotel features, amenities, rates, and promotions. 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 contribute to guest satisfaction, cleanliness, product consistency, and teamwork. Front Desk Agents keep workspaces clean and organized, pitch in with cleaning guest rooms and public spaces as needed, complete operational checklists accurately and on time, and provide accurate shift handover reports. They wear a clean approved uniform and nametag, communicate professionally, and collaborate to create a welcoming environment. The role may include 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.
Ability to understand and follow established guidelines and procedures.
Ability to work effectively in stressful, high-pressure situations.
Effective listening and conflict-resolution skills, including understanding, clarifying, and resolving concerns raised by guests and coworkers.
Ability to communicate information and ideas clearly.
Desire to serve guests and provide hospitality.
Ability to read, write, understand, and communicate effectively in English.
Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays.
Ability to stand or remain stationary for long periods, typically 3–4 hours at a time.
Ability to type and operate computers and other office machinery or devices, perform 10-key operation and data entry, use a telephone, and manually handle objects, tools, or controls.
Ability to bend, stoop, crouch, lift and transport supplies weighing up to 25 pounds throughout the hotel, and move throughout the hotel and rooms.
Ability to inspect and visually observe details at close and long range.
Ability to occasionally lift packages or general office equipment.

Nice To Haves

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

Responsibilities

Greet guests warmly on arrival and throughout their stay, using their names whenever possible.
Support guest satisfaction and address challenging guest situations with hospitality and urgency.
Maintain strong knowledge of hotel facilities, amenities, groups, and events.
Answer incoming calls using the approved greeting and provide friendly service.
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 the designated times each shift.
Prepare accurate, timely shift handover reports.
Check guests in and out efficiently and contact guests after check-in to confirm their room is satisfactory and ask whether they need anything else.
Maintain up-to-date knowledge of room rates and promotions.
Receive and record incoming mail as required by the daily shift checklist.
Wear a clean, approved uniform and nametag and maintain grooming standards.
Communicate clearly and professionally and collaborate with coworkers.
Arrive on time, follow clock-in and clock-out procedures, take scheduled breaks, and provide notice for call-outs as directed.
Perform other job-related duties as assigned.