Front Desk Agent

Front Desk Agent

The core mission of the Front Desk Agent is to ensure all guests enjoy a friendly arrival and departure experience, while addressing all needs and requests in a timely, efficient and hospitable manner.

Other Duties and Expectations:

• Check-in/Out Efficiency: All guests checked-in/out in a timely manner. All guests should be contacted after check-in to ensure their room is satisfactory and there is nothing else required to make their stay more comfortable.
• Rate Schedule: Up-to-date understanding of room rates, promotions.
• Incoming Mail: Receive and note all incoming mail as required per the daily shift checklist.

SECTION THREE: Success Metrics

Happy Guests

• Management Performance Ratings
• Guest Satisfaction Scores/Intent to Return

Spotless Cleanliness

• GM/AGM Spot Checks
• Leadership Walk-throughs (RVP, etc.)
• Guest Ratings/Reviews

Product Consistency & Quality

• Checklist Tracking
• Management Performance Ratings
• Guest Ratings

Teamwork

• Management Performance Ratings

SECTION FOUR: Qualifications & Requirements

Qualifications & Requirements:

• Experience in a hospitality, service, consumer-facing franchise or related field preferred.
• Can-Do Attitude: Must have a positive attitude and willingness to learn.
• Ability to Follow Guidelines: Must be able to understand and follow established guidelines and procedures.
• Handle Pace and Pressure: Must work well in stressful, high-pressure situations.
• Listening, Conflict Resolution: Must be effective at listening to, understanding, clarifying, and resolving the concerns and issues raised by co-workers and guests.
• Communication Skills: Must be able to convey information and ideas clearly.
• Hospitality and Guest Service: Must have a desire to serve all guests.
• Age Requirement: Must be 18 years of age or older to perform this job.
• Schedule and Travel: Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays based upon the demands of the hotel.
• Clock-in/Out: Arrive and clock in on time for every shift worked and clock out at the scheduled shift ending time, unless otherwise directed by your immediate supervisor. Never work while off the clock.
• Breaks: Clock in/out for breaks at the designated time on your schedule.
• Call Outs: Provide sufficient notice as directed by your supervisor when calling out for a scheduled shift.

Physical Working Demands & Working Environment:

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to:

• Stand or remain in a stationary position for long periods of time (3-4 hours at a time).
• Type on and operate computers and other office machinery or devices, do 10-key operation and data entry, dial a telephone, manually manipulate objects, handles, tools, and/or controls.
• Bend, stoop, crouch, lift and transport supplies of up to 25 pounds throughout the hotel, and move throughout the hotel and the rooms.
• Inspect and visually observe details at close range (within a few feet) and from long range.
• Occasionally required to lift packages or general office equipment.

The noise level in the work environment is usually moderate (phone ringing, and heavy communication between co-workers and customers).

Language + Reasoning Skills:

• Read, write, understand and communicate with others effectively using the English language.

Note: This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. Employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. The Employer retains the right to change or assign other duties to this position. This document does not create an employment contract, implied or otherwise, other than an at-will relationship.

Our Company

• MCR is the 3rd-largest hotel owner-operator in the United States.
• Founded in 2006, our company has offices in New York City, Dallas, Chicago, and Richmond, Virginia.
• MCR has a $5.0 billion portfolio of 148 premium-branded hotels containing more than 22,000 guestrooms across 37 states and 106 cities.
• MCR has more than 7,000 team members across the country and operates hotels under 9 Marriott brands, 8 Hilton brands and a number of unflagged independent hotels.
• MCR was named one of Fast Company 's 10 Most Innovative Travel Companies of 2020.
• MCR is a three-time recipient of the Marriott Partnership Circle Award, the highest honor Marriott presents to its owner and franchise partners, and a recipient of the Hilton Legacy Award for Top Performer.
• For the TWA Hotel at New York's JFK Airport, MCR won the Development of the Year (Full Service) Award at The Americas Lodging Investment Summit (ALIS), the Urban Land Institute New York Excellence in Hotel Development Award and the American Institute of Architects national Architecture Award, the highest honor given by the AIA.

What we offer/What's in it for you?

• Hotel Discounts
• Weekly Pay
• Paid Time Off
• Retirement Options
• Referral bonuses
• Career advancement & upward mobility
• Health, Dental, Vision Insurance- available after 30 days of employment for full-time team members