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About the Role
The Front Desk Agent is the first point of contact for guests, shaping their impression of the hotel. This role requires a warm, approachable personality and a genuine desire to work with people, ensuring guest needs are met and expectations exceeded in a welcoming, professional, and efficient manner. The Front Desk Agent must maintain a strong commitment to service, remaining calm and hospitable in challenging situations and upholding the McKibbon Guiding Principles.
Responsibilities
- Anticipate guests’ needs and respond promptly.
- Acknowledge all guests in a timely manner.
- Maintain positive guest relations at all times.
- Resolve guest complaints and ensure guest satisfaction.
- Maintain 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.
- Resolve discrepancies on the room status report with housekeeping.
- Train with and learn Food and Beverage operations to fill in as needed.
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.
Skills
- Great verbal and written communication skills.
- Ability to create a fun and supportive working environment.
Work Type
- Morning/Afternoon Shifts: 6am - 2pm or 7am - 3pm
- Afternoon/Evening Shifts: 2pm - 10pm or 3pm - 11pm
Education Level
- High school diploma or equivalent vocational training certificate
Benefits
- Comprehensive benefits package including medical, dental, and vision
- Life insurance
- Pet Insurance
- Short and long-term disability
- Paid time off and holidays
- Tuition assistance
- Competitive Compensation with incentives
- 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
- Fundraising matching funds program
- Team volunteer opportunities
- 24/7 chaplain services
- Exclusive hotel rate discounts
About the Company
- 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.
Equal Opportunity
- 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.