Front Desk Agent

MCR Hotels•Charlotte, NC

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, providing hotel and amenity information, handling guest concerns, supporting hotel events, answering calls, and maintaining effective communication with guests and colleagues. Agents check guests in and out efficiently, contact guests after check-in to confirm their room is satisfactory, stay current on room rates and promotions, and receive and record incoming mail as required by the daily shift checklist. All team members are expected to contribute to a clean, organized, and safe hotel, including pitching in to clean guest rooms and public spaces as needed. They complete operational checklists accurately and on time, prepare accurate shift handover reports, wear an approved clean uniform and nametag, and maintain a professional, positive, collaborative approach. The role may involve a varied schedule, including evenings, nights, weekends, and holidays.

Requirements

Must be at least 18 years of age.
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 able to listen to, understand, clarify, and resolve concerns raised by guests and co-workers.
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.
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, use 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 visually inspect details at close and long range.

Nice To Haves

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

Responsibilities

Greet guests warmly on arrival and throughout their stay, using their names when possible.
Contribute to guest satisfaction and handle challenging guest situations with hospitality and urgency.
Maintain strong knowledge of hotel facilities, features, amenities, rates, and promotions.
Support awareness of and service for hotel groups and events.
Answer incoming calls using the approved greeting and provide friendly service.
Keep front- and back-of-house areas clean, organized, and safe; assist with guest-room and public-space cleaning as needed.
Complete operational checklists accurately and at designated times and provide timely, accurate shift handover reports.
Check guests in and out efficiently and contact guests after check-in to confirm their room is satisfactory and identify any additional needs.
Receive and record incoming mail as required by the daily shift checklist.
Communicate clearly, honestly, and professionally and collaborate with colleagues to support guests and the workplace.
Follow scheduled clock-in, clock-out, and break procedures and provide required notice when calling out.