Front Desk Agent

MCR Hotels; Champaign (IL); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player in the hospitality sector is seeking a Front Desk Agent to enhance guest experiences at their hotel. This entry-level role is perfect for individuals who thrive in customer service and enjoy a fast-paced environment. You will be responsible for managing guest inquiries, ensuring smooth check-in and check-out processes, and maintaining effective communication with team members. With opportunities for career advancement and a supportive work culture, this position offers a chance to grow within a dynamic organization. Join a team that values your contributions and provides a rewarding experience in the hospitality industry.

Benefits

Hotel Discounts

Weekly Pay

Paid Time Off

Retirement Options

Referral Bonuses

Career Advancement

Health Insurance

Dental Insurance

Vision Insurance

Qualifications

• Must have a positive attitude and willingness to learn.
• Demonstrate the ability to multi-task and be detail oriented.
• Basic English verbal and written communication skills.

Responsibilities

• Provide attentive and courteous service to all guests.
• Maintain proper operation of the telephone switchboard.
• Document all guest requests and follow up to ensure satisfaction.

Skills

Customer Service

Multi-tasking

Problem Solving

Basic Math Skills

Communication Skills

Education

High School Diploma

Tools

Windows Operating Systems

Job description

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This range is provided by MCR Hotels. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$15.00/hr - $16.00/hr

Hilton Garden Inn Champaign - Urbana

The Front Desk Agent 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 revenue and occupancy.
• 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.
• Uses 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.
  
  

Minimum Qualifications

• 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.
  
  

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

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Hospitality

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