Overnight Front Desk Agent

MCR Hotels•Fort Worth, TX

3d•Onsite

About The Position

The Overnight Front Desk Agent is responsible for providing quality guest services that include registration and check-out, PBX operations, mail and message service and occasional driving. This role requires demonstrating knowledge of hotel information, answering and managing phone calls, responding to guest inquiries and requests, resolving issues, and handling guest complaints. The agent will also be responsible for receiving and relaying messages and packages, completing pick-up and drop-off runs, and assisting guests with luggage and baggage handling.

Requirements

Must have employment eligibility in the U.S.
Minimum High School Diploma or equivalent.
Clean valid driver’s license.
Demonstrated ability to work collaboratively and communicate effectively, effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds at all levels of the organization.
Must be able to work 10:30pm to 7am, including weekends and holidays.
Required to stand for entire duration of shift.
Occasional waking, bending stooping, reaching and use of hands to handle objects, tools or controls.
Must be able to lift up to 50 lbs. occasionally.
Frequently is required to talk or hear.
One year minimum job-related experience required, preferably within a front desk or customer service role.
Ability to prioritize, identify problems, and seek solutions and follow up and follow through with a variety of tasks.
Must be able to abide by the company appearance standards and compliance with the designated uniform.

Responsibilities

Greet guests and complete the check-in process.
Input and retrieve information from the computer and PMS system.
Confirm guest information, room assignment, code electronic keys.
Provide information to guests about hotel amenities & local area.
Assist guests with check-out.
Ensure rooms and services are correctly accounted for.
Demonstrate knowledge of hotel information including room categories, outlet promotions, the local area, and other general product knowledge.
Answer and manage phone calls in a timely manner, managing multiple tasks at once.
Respond to guest inquiries and requests and resolve issues in a timely, friendly, and efficient manner.
Field guest complaints, conduct research, and resolve and negotiate solutions for guest satisfaction.
Receive, retrieve, and relay messages and packages to guests.
Complete all pick-up and drop-off runs as assigned.
Assist guests with luggage and baggage handling and familiarize them with the facilities.
Other duties as assigned.