Hotel Front Desk Agent

McKibbon Hospitality • Chattanooga, TN

1d

About The Position

The Front Desk Agent is often the first point of contact for hotel guests and plays a vital role in shaping their impression of the property. This role calls for a warm, approachable personality and a genuine desire to work with people. The agent engages with guests in a welcoming, professional, and efficient manner, ensuring their needs are met and expectations exceeded. Front Desk Agents maintain a strong commitment to service, remain calm and hospitable in challenging situations, and uphold McKibbon’s Guiding Principles.

The agent handles guest arrivals and inquiries, helps resolve concerns, communicates relevant guest information to other departments, and coordinates with housekeeping on room status. The position also includes training in Food and Beverage operations to provide coverage as needed. Shifts vary by hotel and may run 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 working 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 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.
• 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, 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, including 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.
• Arrive punctually for shifts to ensure consistent front desk coverage and guest service.

Benefits

• Comprehensive benefits package for full-time associates, including medical, dental, and vision coverage.
• 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, varying by position.
• Fundraising matching funds program.
• Team volunteer opportunities.
• 24/7 chaplain services.
• Exclusive hotel rate discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED