Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Target Resume Now
About the Role
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.
Responsibilities
- Greet guests happily upon arrival and throughout their stay with a smile.
- Use guests’ names whenever possible, ensuring they feel properly welcomed.
- Contribute to great guest satisfaction scores.
- Handle challenging guest situations with hospitality and a sense of urgency.
- Maintain strong knowledge of all features of the hotel facility and amenities.
- Be aware of and support all groups and events at the hotel.
- Understand relevant technology for the role.
- Answer all incoming calls with friendly service using the approved greeting.
- Keep all areas, both front and back of the house, clean and well-organized.
- Pitch in to clean guest rooms and public spaces as needed.
- Greet every guest happily with a smile, by name if possible, while cleaning.
- Complete all operational checklists accurately and at the designated times, every shift.
- Ensure handover reports are accurate and on time for effective shift-to-shift communication.
- Wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times.
- Communicate clearly, honestly, and professionally with Team Members.
- Exhibit a Can Do Attitude, willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests.
- Collaborate with all Team Members to create a welcoming environment for guests and an effective, positive workplace.
- Check guests in/out in a timely manner.
- Contact guests after check-in to ensure their room is satisfactory and address any additional needs.
- Maintain an up-to-date understanding of room rates and promotions.
- Receive and note all incoming mail as required per the daily shift checklist.
Requirements
- Experience in a hospitality, service, consumer-facing franchise or related field preferred.
- Must have a positive attitude and willingness to learn.
- Must be able to understand and follow established guidelines and procedures.
- Must work well in stressful, high-pressure situations.
- Must be effective at listening to, understanding, clarifying, and resolving the concerns and issues raised by co-workers and guests.
- Must be able to convey information and ideas clearly.
- Must have a desire to serve all guests.
- Must be 18 years of age or older to perform this job.
- Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays based upon the demands of the hotel.
- 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.
- Clock in/out for breaks at the designated time on your schedule.
- Provide sufficient notice as directed by your supervisor when calling out for a scheduled shift.
- 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.
- Read, write, understand and communicate with others effectively using the English language.
Skills
- Guest Relations
- Name Use
- Guest Satisfaction
- Recovery
- Hotel Knowledge
- Events Awareness
- Technology Understanding
- Phone Etiquette
- Cleanliness
- Teamwork
- Product Consistency
- Quality
- Checklists
- Shift Handover Reports
- Uniform Standards
- Communication
- Can Do Attitude
- Collaboration
- Check-in/Out Efficiency
- Rate Schedule Knowledge
- Mail Handling
- Conflict Resolution
- Hospitality
- Guest Service
Location
- Austin Northwest/The Domain Area
Work Type
- Full-time
- Varied schedule (evenings, nights, weekends, holidays)
Experience Level
- Preferred experience in a hospitality, service, consumer-facing franchise or related field
Benefits
- 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)
About the Company
- MCR is the 3rd-largest hotel owner-operator in the United States.
- Founded in 2006, MCR 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.