Front Desk Representative

3 weeks ago


King of Prussia, Pennsylvania, United States MCR Hotels Full time

Job Summary:

The Front Desk Agent at MCR Hotels is responsible for providing exceptional guest experiences while managing the customer-facing administrative processes of the hotel.

Key Responsibilities:

  • Provide attentive, courteous, and efficient 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.
  • 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.
  • 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).

About MCR Hotels:

MCR Hotels 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.

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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