Hotel Reception Specialist

2 weeks ago


Houston, Texas, United States MCR Hotels Full time

The Guest Services Representative at MCR Hotels plays a crucial role in ensuring a memorable and positive experience for all guests while overseeing the front-facing administrative tasks of the establishment.

KEY RESPONSIBILITIES:

  1. Delivering attentive, courteous, and efficient service to all guests before their arrival and throughout their stay, while optimizing room revenue and occupancy rates.
  2. Ensuring the proper functioning of the telephone switchboard.
  3. Responding to guest inquiries regarding hotel services, facilities, and operational hours.
  4. Fostering effective communication and teamwork with colleagues and other departments within the hotel.
  5. Addressing guest requests promptly and professionally.
  6. Maintaining confidentiality and security of all guest and hotel information.
  7. Documenting all guest requests, complaints, or issues immediately and notifying the appropriate department for resolution. Following up to ensure completion and guest satisfaction.
  8. Staying informed about all rates, packages, and special promotions.
  9. Being knowledgeable about in-house groups and high-demand or restricted dates.
  10. Collecting all necessary information when processing room reservations and adhering to rate quoting protocols.
  11. Having proficiency in the front desk computer system.
  12. Logging and delivering packages, mail, and messages.
  13. Sharing insights about the property and amenities, as well as local attractions and events.
  14. Accurately executing the check-in and check-out procedures.
  15. Utilizing creative problem-solving and brand standard service tools to address guest concerns and ensure satisfaction.
  16. Restocking the front desk area and supplies as required or directed by the immediate supervisor.
  17. Following established checklists diligently.
  18. Performing additional duties as assigned.
MINIMUM REQUIREMENTS:
  1. Positive attitude and eagerness to learn.
  2. Ability to manage multiple tasks simultaneously.
  3. Detail-oriented approach.
  4. Problem-solving skills to effectively interact with internal and external customers.
  5. Basic English verbal and written communication skills.
  6. Ability to perform well in high-pressure situations.
  7. Basic math skills.
  8. Willingness to obtain alcohol awareness certification as mandated by state regulations.
  9. Flexibility to work varied schedules, including evenings, nights, weekends, and holidays.
  10. Proficiency in Windows operating systems, company-approved spreadsheets, and word processing software.
  11. Clear communication of information and ideas.
  12. Genuine desire to serve all guests.
  13. Compliance with legal age requirements to serve alcoholic beverages (where applicable).
PREFERRED QUALIFICATIONS:
  1. Experience in the hospitality industry or a related field.
  2. Familiarity with brand standards and practices.
ABOUT MCR HOTELS:
  • MCR is the 3rd-largest hotel owner-operator in the United States.
  • Founded in 2006, with offices in major cities across the country.
  • Holds a $5.0 billion portfolio of 148 premium-branded hotels with over 22,000 guestrooms.
  • Employs more than 7,000 team members nationwide, operating under various well-known hotel brands.
  • Recognized as one of Fast Company's 10 Most Innovative Travel Companies of 2020.
  • A three-time recipient of the Marriott Partnership Circle Award and a recipient of the Hilton Legacy Award for Top Performer.
  • Honored for outstanding development projects in the hospitality sector.
BENEFITS:
  • Hotel discounts.
  • Weekly pay.
  • Paid time off.
  • Retirement options.
  • Referral bonuses.
  • Opportunities for career advancement.
  • Health, dental, and vision insurance available after 30 days for full-time employees.
OTHER DETAILS:
  • Job Family: Hotels
  • Pay Type: Hourly
  • Minimum Hiring Rate: $15.00
  • Maximum Hiring Rate: $16.00


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