Hotel Front Desk Agent
About The Position
The Front Desk Agent is often the first point of contact for hotel guests and helps shape their impression of the property. The role calls for a warm, approachable personality and a genuine interest in working with people. The agent engages with guests in a welcoming, professional, and efficient manner, works to meet their needs and exceed expectations, remains calm and hospitable in challenging situations, and upholds McKibbon’s Guiding Principles. The agent anticipates and responds to guest needs, maintains positive guest relations, resolves complaints, and supports guest satisfaction. The role includes learning Food and Beverage operations and filling in as needed. Shifts vary by hotel and may be 6 a.m.–2 p.m., 7 a.m.–3 p.m., 2 p.m.–10 p.m., or 3 p.m.–11 p.m.
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 ability to understand and address concerns raised by workers, clients, and guests.
- Attentive, friendly, helpful, and courteous manner with clients, guests, and associates.
- Commitment to 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.
Nice To Haves
- Experience working at a hotel establishment is highly desired.
- Great 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 house count, 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 pertinent guest information to designated departments or personnel, including special requests and amenity deliveries.
- Resolve room-status-report discrepancies with housekeeping.
- Train in and learn Food and Beverage operations, and fill in as needed.
- Arrive punctually for shifts to ensure consistent front desk coverage and guest service.
Benefits
- Full-time associates: comprehensive medical, dental, and vision benefits.
- Life insurance.
- Pet insurance.
- Short- and long-term disability coverage.
- Paid time off and holidays.
- Tuition assistance.
- Competitive compensation with incentives; incentives 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; offerings vary by position.
- Fundraising matching funds program.
- Team volunteer opportunities.
- 24/7 chaplain services.
- Exclusive hotel rate discounts.
- State-specific holiday, vacation, or benefit requirements apply.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
