Hotel Front Desk Agent

McKibbon Hospitality•Huntsville, AL

About The Position

The Front Desk Agent is often the first point of contact for guests and helps shape their impression of the hotel. The role requires a warm, approachable manner and a genuine desire to work with people. The agent engages with guests professionally and efficiently, meets their needs, and works to exceed expectations while maintaining a strong commitment to service and upholding McKibbon’s Guiding Principles. Agents are expected to remain calm and hospitable in challenging situations. Shifts vary by hotel and may be 6 a.m.–2 p.m. or 7 a.m.–3 p.m., or 2 p.m.–10 p.m. or 3 p.m.–11 p.m. Agents will also train in and learn Food and Beverage operations to provide coverage as needed.

Requirements

Previous experience as a front desk agent or in a similar role.
High school diploma or equivalent vocational training certificate.
Proficiency with computers.
Basic math skills.
Ability to provide excellent customer service and maintain a professional demeanor.
Ability to input and access information in a property management system and/or point-of-sale system.
Strong listening skills and the ability to understand and address concerns raised by workers, clients, and guests.
Attentive, friendly, helpful, and courteous conduct toward clients, guests, and associates.
Embrace McKibbon’s Guiding Principles: Think Bigger, Love Your Community, Do the Right Thing, Support Each Other, and Make a Lasting Impression.
Punctuality for all shifts to ensure consistent front desk coverage and guest service.

Nice To Haves

Experience working at a hotel establishment.
Strong verbal and written communication skills.
Ability to create a fun and supportive working environment.

Responsibilities

Anticipate guests’ needs, respond promptly, and acknowledge guests in a timely manner.
Maintain positive guest relations.
Resolve guest complaints and ensure guest satisfaction.
Maintain knowledge of hotel features and services, operating hours, room rates, special packages and promotions, daily occupancy and expected arrivals and departures, and scheduled group activities.
Process guest check-ins and verify registration information with guests.
Handle overbooked or “walked” guests.
Accept and record wake-up call requests.
Communicate relevant guest information, such as special requests and amenity deliveries, to designated departments or personnel.
Resolve room-status-report discrepancies with housekeeping.
Train in and learn Food and Beverage operations to provide coverage as needed.

Benefits

Comprehensive medical, dental, and vision benefits for full-time associates.
Life insurance.
Pet insurance.
Short- and long-term disability coverage.
Paid time off and holidays.
Tuition assistance.
Competitive compensation with incentives, which vary by position.
401(k) savings plan with 50% matching up to 10% of compensation.
Associate referral program.
Brand and company training classes, workshops, and conferences for career growth and development; availability varies by position.
Fundraising matching funds program.
Team volunteer opportunities.
24/7 chaplain services.
Exclusive hotel rate discounts.