Front Desk Agent

MCR Hotels; Charlotte (NC); On-site; USD 28,000 - 35,000; Full time

Job summary

A leading hotel management company seeks a Front Desk Agent for their Springhill Suites by Marriott in Charlotte. This role involves providing exceptional guest service, managing administrative tasks, and ensuring a positive experience for all visitors. Ideal candidates will possess strong communication skills and a desire to serve guests, with opportunities for career growth and various employee benefits.

Benefits

Hotel discounts

Weekly pay

Paid time off

Retirement options

Referral bonuses

Health/dental/vision insurance

Qualifications

• Ability to work under stress and in high-pressure situations.
• Willingness to work varied schedules including evenings, nights, weekends, and holidays.
• Legal age to serve alcohol at select properties.

Responsibilities

• Provide attentive, courteous, and efficient service to guests.
• Accurately handle check-in and check-out processes.
• Document guest requests and ensure resolution.

Skills

Positive attitude

Multi-tasking

Problem-solving

Basic English communication

Basic math skills

Desire to serve guests

Education

High school diploma or equivalent

Tools

Windows OS

Job description

Join to apply for the Front Desk Agent role at MCR Hotels.

The Front Desk Agent at Springhill Suites by Marriott Charlotte Southwest is responsible for providing a positive guest experience and managing customer-facing administrative processes of the hotel.

Essential Functions

1. Provide attentive, courteous, and efficient service to guests before and during their stay, maximizing room revenue and occupancy.
2. Operate the telephone switchboard properly.
3. Answer guest inquiries about hotel services, facilities, and hours.
4. Maintain good communication and teamwork with colleagues and other departments.
5. Respond promptly and professionally to guest requests.
6. Keep all guest and hotel information confidential and secure.
7. Document guest requests, complaints, or problems immediately and notify the relevant department, following up to ensure resolution and guest satisfaction.
8. Be aware of all rates, packages, and promotions.
9. Familiarize with in-house groups and high-demand/restricted dates.
10. Gather all necessary information for room reservations and follow rate quoting procedures.
11. Be knowledgeable about the front desk computer system.
12. Log and deliver packages, mail, and messages.
13. Share information about the property, amenities, events, and local attractions.
14. Accurately handle check-in and check-out processes.
15. Use creative reasoning and brand standards to resolve guest objections and ensure satisfaction.
16. Restock front desk supplies as needed or directed.
17. Follow checklists and perform other duties as assigned.

Minimum Qualifications

1. Positive attitude and eagerness to learn.
2. Ability to multi-task and be detail-oriented.
3. Problem-solving skills for internal and external customer interactions.
4. Basic English communication skills (verbal and written).
5. Ability to work under stress and in high-pressure situations.
6. Basic math skills.
7. Ability to obtain alcohol awareness certification if required.
8. Willingness to work varied schedules including evenings, nights, weekends, and holidays.
9. Proficiency in Windows OS, approved spreadsheets, and word processing.
10. Effective communication of information and ideas.
11. Desire to serve guests.
12. Legal age to serve alcohol at select properties.

Preferred Qualifications

1. Experience in hospitality or related fields.
2. Knowledge of and experience with specific hotel brands.

About MCR Hotels

• Third-largest hotel owner-operator in the US.
• Founded in 2006, with offices in NYC, Dallas, Chicago, and Richmond.
• Portfolio of 148 hotels, over 22,000 rooms across 37 states and 106 cities.
• Over 7,000 team members nationwide.
• Award-winning company recognized for innovation and performance.

What We Offer

• Hotel discounts, weekly pay, paid time off, retirement options, referral bonuses, career growth, health/dental/vision insurance.