Front Desk Agent

MCR Hotels•New York City, NY

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, handling guest concerns with hospitality and urgency, answering calls using the approved greeting, and maintaining knowledge of hotel facilities, amenities, rates, promotions, groups, and events. Agents check guests in and out promptly, contact guests after check-in to confirm their room is satisfactory and offer further assistance, and receive and record incoming mail as required by the shift checklist. All team members are expected to help maintain clean, organized, and safe guest and back-of-house areas, pitch in with cleaning guest rooms and public spaces as needed, and provide friendly service while doing so. 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. Employees may be asked to perform 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 well 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.
Must read, write, understand, and communicate effectively in English.
Must be able to stand or remain stationary for long periods, including 3–4 hours at a time.
Must be able to operate computers and other office machinery or devices, perform 10-key operation and data entry, dial a telephone, and manually manipulate objects, handles, tools, and 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 visually inspect and observe details at close and long range.

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.
Contribute to guest satisfaction and handle challenging guest situations with hospitality and urgency.
Maintain knowledge of hotel facilities, amenities, room rates, promotions, groups, and events.
Answer incoming calls using the approved friendly greeting.
Keep work areas clean, organized, and safe, and assist with cleaning guest rooms and public spaces as needed.
Complete operational checklists accurately and at designated times, and provide accurate, timely shift handover reports.
Check guests in and out in a timely manner.
Contact guests after check-in to confirm their room is satisfactory and ask whether they need anything else.
Receive and record 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, follow scheduled break procedures, and provide sufficient notice when calling out.
Perform other job-related duties as assigned.