Front Desk Representative
4 weeks ago
The Front Desk Agent at MCR Hotels is responsible for delivering exceptional guest experiences while managing the customer-facing administrative processes of the hotel. This role requires a positive attitude, excellent communication skills, and the ability to work in a fast-paced environment.
Key Responsibilities
Provide attentive and courteous service to all guests prior to arrival and throughout their stay
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
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
Use creative reasoning and brand standard service tools to overcome guest objections and concerns and to ensure guest service satisfaction
Restock front desk area and supplies as required or assigned by immediate supervisor
Perform other duties as assigned
Requirements
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
What We Offer
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
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