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Front Desk Agent

4 months ago

Phoenix, United States MCR Hotels Full time

**Front Desk Agent**:
Hampton Inn Phoenix, 2310 East Highland Avenue, Phoenix, Arizona, United States of America Req #6635

Tuesday, May 14, 2024
- The Front Desk Agent at **Hampton Inn by Hilton Phoenix Biltmore** is responsible for providing overall positive guest experience while managing the customer-facing administrative processes of the hotel.

**ESSENTIAL FUNCTIONS**:

- Providing attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.
- Maintain proper operation of the telephone switchboard.
- Answer guest inquiries about hotel service, facilities, and hours of operation.
- Establish and maintain good communication and teamwork with fellow associates and other departments within the hotel.
- Respond to guest requests in a timely and professional manner.
- Maintain confidentiality and security of all guests and hotel information.
- Document all guest requests, complaints, or problems immediately and notify designated department for resolving the situation. Follow up to ensure completion and guest satisfaction.
- Be aware of all rates, packages, and special promotions.
- Be familiar with all in-house groups and high demand/restricted dates.
- Take all necessary information when taking room reservations and follow rate quoting scenario.
- Be knowledgeable of the front desk computer system.
- Log and deliver packages, mail, and messages.
- Share knowledge of the property and amenities, along with any special events, local area attractions and things to do around the hotel.
- Accurately complete the check-in and checkout process.
- Uses creative reasoning and brand standard service tools to overcome guest objections and concerns and to ensure guest service satisfaction.
- Restocks front desk area and supplies as required or assigned by immediate supervisor.
- Ability to follow a checklist.
- Perform other duties as assigned.

**MINIMUM QUALIFICATIONS**:

- Must have a positive attitude and willingness to learn.
- Demonstrate the ability to multi-task.
- Demonstrate the ability to be detail oriented.
- Demonstrate the ability to problem solve to effectively deal with internal and external customers.
- Must have basic English verbal and written communication skills.
- Must work well in stressful, high-pressure situations.
- Basic math skills.
- Must have the ability to obtain alcohol awareness certification as required by the State.
- Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays.
- Must be proficient in Windows operating systems, Company approved spreadsheets and word processing.
- Must be able to convey information and ideas clearly.
- Must have a desire to serve all guests.
- Must meet the legal age to serve alcoholic beverages (at select properties).

**PREFERRED QUALIFICATIONS**:

- Experience in a hotel or a related field.
- Brand knowledge and experience.

**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

**Other details**:

- Job Family Hotels
- Pay Type Hourly
- Min Hiring Rate $16.00
- Max Hiring Rate $17.00