Front Desk Representative

12 hours ago

Indianapolis, Indiana, United States MCR Hotels Full time

Job Title: Front Desk Representative

We are seeking a highly motivated and detail-oriented Front Desk Representative to join our team at MCR Hotels. As a Front Desk Representative, you will be responsible for providing exceptional customer service to our guests, responding to their inquiries, and resolving any issues that may arise during their stay.

Key Responsibilities:

  • Provide attentive and courteous service to all guests, ensuring a positive experience throughout their stay
  • Answer guest inquiries about hotel services, facilities, and hours of operation
  • Maintain proper operation of the telephone switchboard
  • 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
  • Restocks front desk area and supplies as required or assigned by immediate supervisor
  • Ability to follow a checklist
  • 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

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