Front Desk Agent

1 week ago

Temple, Texas, United States MCR Hotels Full time
Residence Inn by Marriott Temple

SECTION ONE: MCR Universal Role Standards

EXECUTIVE SUMMARY

CLEANLINESS and FRIENDLINESS

The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests.

AREAS OF EXCELLENCE
  1. Happy Guests
  2. Spotless Cleanliness
  3. Product Consistency & Quality
  4. Teamwork
Duties and Expectations
  1. Happy Guests
    • Guest Relations: Greet guests happily upon arrival and throughout their stay with a smile.
    • Name Use: Use the guests' names whenever possible, ensuring they feel properly welcomed.
    • Guest Satisfaction: all Team Members work together to contribute to great guest satisfaction scores.
    • Recovery: Ability to handle challenging guest situations with hospitality and a sense of urgency.
    • Hotel Knowledge: Strong knowledge of all features of the hotel facility and amenities.
    • Events: Awareness and support for all groups and events at the hotel.
    • Technology: Understanding of relevant technology for each role.
    • Phone Etiquette: Answer all incoming calls with friendly service using the approved greeting.
  1. Spotless Cleanliness
    • Sparkling Clean Workspaces: All areas, both front and back of the house, should be kept clean and well-organized.
    • Pitching In: Cleanliness is a team effort Everyone may expect to pitch in to clean guest rooms and public spaces as needed, to ensure the hotel is well-organized and safe.
    • Hospitality While Cleaning: always greet every guest happily with a smile, by name if possible, while cleaning.
  1. Product Consistency & Quality
    • Checklists to 100% Accuracy: All operational checklists are completed accurately and at the designated times, every shift.
    • Shift Handover Reports: Handover reports must be accurate and on time, for effective shift-to-shift communication.
    • Flawless Uniform: All Team Members must wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times.
  1. Teamwork
    1. Communication: Communication between Team Members should be clear, honest, and professional.
    2. Can Do Attitude: Willing to stretch beyond traditional role to meet the needs of the business and MCR's guests.
    3. Collaboration: All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace.
SECTION TWO: Front Desk Agent, Role Specific Duties and Expectations

The core mission of theFront 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

  • Front Desk Agent

    2 weeks ago

    Temple, Texas, United States MCR Hotels Full time

    The Front Desk Agent at the Residence Inn by Marriott Temple 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...

  • Front Desk Representative

    9 hours ago

    Temple, Texas, United States MCR Hotels Full time

    About UsMCR Hotels is a leading hospitality company with a portfolio of 148 premium-branded hotels across the United States. We are committed to delivering exceptional guest experiences and creating a positive work environment for our team members.Job SummaryWe are seeking a skilled Front Desk Agent to join our team at Residence Inn by Marriott Temple. As a...

  • Front Desk Representative

    4 weeks ago

    Temple, Texas, United States MCR Hotels Full time

    MCR Hotels is seeking a skilled Front Desk Agent to join our team. As a key member of our hospitality staff, you will be responsible for delivering exceptional guest experiences and providing top-notch customer service.Job Description:This position requires a strong focus on providing attentive, courteous, and efficient service to guests. You will be the...

  • front desk clerk

    4 weeks ago

    Temple, Texas, United States Ranch House Full time

    We are seeking a friendly and reliable Front Desk Clerk to join our team at our hotel. The successful candidate will be responsible for managing the front desk, ensuring that guest receive a warm welcome and a comfortable stay.As a Front Desk Clerk ,you will be responsiblefor the following duties, Checking guest in and out of the hotel. Managing and...

  • Front Desk Service Associate

    4 weeks ago

    Temple, Texas, United States Ranch House Full time

    Ranch House is looking for a skilled Front Desk Clerk to join our team. The successful candidate will be responsible for managing front desk operations, providing exceptional customer service, and ensuring a seamless guest experience.Key Responsibilities:The Front Desk Clerk will process all guest check-ins and check-outs, verifying payment methods and...

  • front desk clerk

    4 weeks ago

    Temple, Texas, United States Americas Best Value Inn Full time

    We are seeking a friendly and reliable Front Desk Clerk to join our team at our hotel. The successful candidate will be responsible for managing the front desk, ensuring that guests receive a warm welcome and a comfortable stay. As a Front Desk Clerk, you will be responsible for the following duties: Checking guests in and out of the hotel. Managing and...

  • Front Desk Associate

    4 weeks ago

    Temple, Texas, United States Americas Best Value Inn Full time

    As a Front Desk Clerk at Americas Best Value Inn, you will play a crucial role in delivering a superior guest experience. Your primary responsibility will be to manage the front desk, handling guest inquiries, check-ins, and check-outs in a friendly and efficient manner.Key ResponsibilitiesProcess guest reservations and assignments, verifying payment details...

  • SafeSplash Front Desk Associate

    4 days ago

    Temple, Texas, United States SafeSplash Temple Part time

    Job Description Job Description Benefits:Bonus based on performanceCompany partiesEmployee discountsFlexible scheduleFree uniformsTraining & developmentIF YOURE PASSIONATE ABOUT KIDS OR THE SPORT OF SWIMMING, YOURE AT THE RIGHT PLACE.Smart fish swim in schools You may be our next great Front Desk Associate at SafeSplash Temple Why work at Streamline...

  • SafeSplash Front Desk Associate

    3 weeks ago

    Temple, Texas, United States SafeSplash Temple Full time

    Benefits:Bonus based on performanceCompany partiesEmployee discountsFlexible scheduleFree uniformsTraining & developmentIF YOU'RE PASSIONATE ABOUT KIDS OR THE SPORT OF SWIMMING, YOU'RE AT THE RIGHT PLACE.Smart fish swim in schoolsYou may be our next great Front Desk Associate at SafeSplash TempleWhy work at Streamline Brands?Competitive pay based on...

  • Front Desk Associate

    2 weeks ago

    Temple, Texas, United States Scenthound Waco, TX Full time

    Perks and Benefits:Direct career growth path to Management positions (Ass. Manager, Manager) and additional optionsCompetitive hourly base pay, plus tips; sales bonusesMerit-based pay increasesPaid VacationComplimentary service membershipAbout the Position:The Sales & Front Desk Associate is a key position at Scenthound, focused on selling memberships while...

  • Front Desk Associate

    7 days ago

    Temple, Texas, United States Scenthound Waco, TX Full time

    Perks and Benefits:Direct career growth path to Management positions (Ass. Manager, Manager) and additional optionsCompetitive hourly base pay, plus tips; sales bonusesMerit-based pay increasesPaid VacationComplimentary service membershipAbout the Position:The Sales & Front Desk Associate is a key position at Scenthound, focused on selling memberships while...

  • Front Desk Ambassador

    3 days ago

    Temple, Texas, United States Domino's Pizza LLC Full time

    Become a part of our dynamic team as a Customer Service Rep at Domino's Pizza LLC. In this role, you'll have the opportunity to develop valuable skills and experience working in a fast-paced retail environment.Job SummaryThis is an exciting opportunity to join our team and contribute to the success of our business. As a Customer Service Rep, you'll be...

  • Hotel Guest Experience Specialist

    5 hours ago

    Temple, Texas, United States MCR Hotels Full time

    Company OverviewMCR Hotels is a dynamic and growing hospitality company with a strong commitment to excellence. Our portfolio of 148 premium-branded hotels spans across the United States, and we are proud to offer a unique and rewarding work environment for our team members.Job DescriptionWe are seeking a talented Front Desk Agent to join our team at...

  • Residence Inn Ambassador

    2 hours ago

    Temple, Texas, United States MCR Hotels Full time

    About MCR HotelsMCR Hotels is a leading hospitality company with a portfolio of 148 premium-branded hotels across the United States. We are committed to delivering exceptional guest experiences and creating a positive work environment for our team members.Job SummaryWe are seeking a skilled Front Desk Agent to join our team at Residence Inn by Marriott...

  • Fairfield Inn

    3 days ago

    Temple, Texas, United States Mangat Hotels LLC Full time

    Job Description Job Description Full job descriptionOverviewWe are seeking a dedicated and friendly Front Desk Agent to join our hospitality team. As the first point of contact for guests, you will play a crucial role in providing exceptional customer service and ensuring a welcoming atmosphere at our hotel or resort. The ideal candidate will possess strong...

  • Customer Welcome Specialist

    4 weeks ago

    Temple, Texas, United States Ranch House Full time

    We are seeking an experienced Front Desk Clerk to join our team at Ranch House. As a key member of our front office team, you will be responsible for providing exceptional customer service, managing front desk operations, and ensuring a seamless guest experience.Job Description:You will be the first point of contact for our guests, providing a warm welcome...

  • Hotel Guest Services Coordinator

    4 weeks ago

    Temple, Texas, United States Americas Best Value Inn Full time

    We are looking for a talented and organized Front Desk Clerk to join our team at Americas Best Value Inn. In this role, you will be responsible for managing the front desk, processing guest reservations, and ensuring a smooth check-in and check-out process.Key ResponsibilitiesManage the front desk, handling guest inquiries, check-ins, and check-outsVerify...

  • Guest Relations Manager

    4 weeks ago

    Temple, Texas, United States Americas Best Value Inn Full time

    At Americas Best Value Inn, we are seeking a charismatic and detail-oriented Front Desk Clerk to provide exceptional guest experiences. As a key member of our hotel staff, you will be responsible for managing the front desk, processing guest reservations, and ensuring a seamless check-in and check-out process.Key ResponsibilitiesManage the front desk,...

  • Night Auditor

    3 weeks ago

    Temple, Texas, United States MCR Hotels Full time

    The Night Auditor at the Residence Inn by Marriott Temple is responsible for the preparation and disposition of all Night Audit work. Responsible for the front desk operation during the overnight shift (Typically 11pm-7am). ESSENTIAL FUNCTIONS: Primary responsibilities include registering guests, making reservations, preparing daily reports, balancing...

  • Front Desk Representative

    5 days ago

    Temple, Texas, United States H&R Block Full time

    Company Overview: H&R Block is a global leader in tax preparation and financial services. Our purpose is to provide help and inspire confidence in our clients, associates, and communities everywhere. We strive to continuously improve our business and have committed to a long-term strategy and transformation plan known as Block Horizons 2025.Job...