Front Desk Agent

MCR • Harrisburg, PA

3d • $15 - $18

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 welcoming guests, using their names when possible, responding to concerns with urgency and hospitality, answering calls courteously, and maintaining knowledge of hotel features, amenities, rates, and promotions. Agents also support hotel groups and events and help achieve guest satisfaction goals.

Team members are expected to maintain clean, organized, and safe workspaces, complete operational checklists accurately and on time, prepare accurate shift handover reports, and wear a clean approved uniform and nametag while meeting grooming standards. Everyone may be asked to help clean guest rooms and public spaces. The position requires clear, professional teamwork and a willingness to help beyond traditional role boundaries to meet business and guest needs.

Front Desk Agents check guests in and out efficiently, contact guests after check-in to confirm their rooms are satisfactory and identify any additional needs, and receive and record incoming mail according to the daily shift checklist. Performance is assessed through guest satisfaction and reviews, management ratings, cleanliness inspections and walkthroughs, and checklist tracking. The role requires a varied schedule that may include evenings, nights, weekends, and holidays. Physical duties include standing for extended periods, operating computers and office equipment, moving around the hotel and rooms, and lifting and transporting supplies weighing up to 25 pounds.

Requirements

• Must be at least 18 years old.
• Must have a positive 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 guests.
• Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays, based on hotel demands.
• 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 type and operate computers and other office machinery or devices, perform 10-key operation and data entry, dial a telephone, and manually handle objects, 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 inspect and visually observe details at close and long range.
• Must be occasionally able to lift packages or general office equipment.
• Must be able to work in an environment with moderate noise, including ringing phones and frequent communication.
• Must arrive and clock in on time for every shift, follow designated break times, and provide sufficient notice when calling out.

Nice To Haves

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

Responsibilities

• Greet guests warmly upon arrival and throughout their stay, using their names when possible.
• Help provide a positive guest experience and contribute to guest satisfaction scores.
• Address challenging guest situations with hospitality and urgency.
• Maintain knowledge of hotel features, amenities, room rates, and promotions.
• Support awareness of and service for hotel groups and events.
• Answer incoming calls using the approved friendly greeting.
• Keep front- and back-of-house areas clean, organized, and safe, and help clean guest rooms and public spaces as needed.
• Complete operational checklists accurately and at designated times each shift.
• Prepare accurate and timely shift handover reports.
• Wear a clean approved uniform and nametag and follow grooming standards.
• 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 according to the daily shift checklist.
• Communicate clearly and professionally and collaborate with coworkers to support guests and hotel operations.
• Arrive and clock in on time, follow scheduled break procedures, clock out at the scheduled shift end unless otherwise directed, and provide sufficient notice when calling out.

Benefits

• Hotel discounts
• Weekly pay
• Paid time off
• Retirement options
• Referral bonuses
• Career advancement and upward mobility
• Health, dental, and 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