Hotel Front Desk Agent

Job Description

Job Description

Market: Tempo and Homewood Suites by Hilton Raliegh Downtown. Two dynamic brands in one building

What Makes a McKibbon Front Desk Agent? 

The Front Desk Agent is often the first point of contact for guests and plays a vital role in shaping their impression of the hotel. As the friendly face of the property, the Front Desk Agent demonstrates a warm, approachable personality and a genuine desire to work with people. You are responsible for engaging with guests in a welcoming, professional, and efficient manner while ensuring their needs are met and expectations exceeded. Front Desk Agents maintain a strong commitment to service, staying calm and hospitable even in challenging situations, and consistently uphold the McKibbon Guiding Principles.

A Day in the Life: 

• Anticipate guests’ needs, respond promptly and acknowledge all guests in a timely manner. 

• Maintain positive guest relations at all times. 

• Resolve guest complaints and ensure guest satisfaction. 

• Maintain a complete knowledge of hotel features/services, hours of operations, room rates, special packages and promotions, daily house count and expected arrivals/departures, and scheduled daily group activities. 

• Process all guest check-ins and verify registration information with the guest. 

• Handle overbooked or 'walked' guests. 

• Accept and record wake-up call requests. 

• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery). 

• Resolve discrepancies on the room status report with housekeeping. 

• You will train with and learn Food and Beverage operations to fill in as needed. 

Shifts may vary by hotel:

• Morning/Afternoon Shifts: 6am - 2pm or 7am - 3pm

• Afternoon/Evening Shifts: 2pm - 10pm or 3pm - 11pm

Requirements: 

• Previous experience working as a front desk agent or in a similar role. 

• A high school diploma or equivalent vocational training certificate.

• Experience working at a hotel establishment (highly desired). 

• Proficiency with computers. 

• Basic math skills.

• Ability to provide excellent customer service and maintain a professional demeanor at all times.

• Ability to input and access information in the property management system and/or points-of-sale system.

• Possess strong listening skills with the ability to comprehend and address concerns and issues raised by workers, clients, and guests.

• Must be attentive, friendly, helpful, and courteous to clients, guests, and associates.

• Embrace McKibbon’s Guiding Principles: Think Bigger, Love Your Community, Do the Right Thing, Support Each Other, Make a Lasting Impression.

• Punctual for all shifts to ensure consistent coverage of front desk responsibilities and service to guests

Ideal Skills & Qualities: 

• Great verbal and written communication skills.

• The ability to create a fun and supportive working environment.

Perks & Benefits Beyond the Basics: 

We know that hospitality starts from within, and that’s why we value the employee experience as much as we value our guests’ experience. From our competitive benefits package to our fun-loving spirit, we strive to create an environment that’s equal parts work and play. Our people will always be our first investment. We offer benefits and perks based on full or part time employment: 

Benefits: Full Time Associates:  

• Comprehensive benefits package including medical, dental, and vision  

• Life insurance 

• Pet Insurance

• Short and long-term disability 

• Paid time off and holidays 

• Tuition assistance 

Financial & Occupational Wellness: All Associates 

• Competitive Compensation with incentives (incentives vary by position)

• 401K Savings Plan, 50% matching up to 10% of compensation

• Associate referral program 

• Brand and company training classes, workshops and conferences for career growth and development (varies by position)

Personal Wellness: All Associates

• Fundraising matching funds program 

• Team volunteer opportunities 

• 24/7 chaplain services 

• Exclusive hotel rate discounts 

Any state specific holiday, vacation or benefit requirements will apply.

All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, age, disability, pregnancy or maternity, sexual orientation, gender identity, citizenship status, military status, or any other protected characteristic in accordance with applicable federal, state, and local laws.