Front Desk Agent

MCR Hotels; Pennsylvania; On-site; USD 30,000 - 40,000; Full time

Job summary

A leading hotel operator is seeking a Front Desk Agent to provide exceptional guest experiences. The role involves welcoming guests, managing check-ins and check-outs, and ensuring high satisfaction scores. Ideal candidates will have a positive attitude and strong communication skills. Join a dynamic team where your contributions are valued and rewarded with growth opportunities and benefits.

Benefits

Hotel discounts

Weekly pay

Paid time off

Retirement options

Referral bonuses

Health insurance

Dental insurance

Vision insurance

Qualifications

• Must be 18+ years old.
• Flexible schedule, including evenings and weekends.

Responsibilities

• Greet guests happily upon arrival and throughout their stay.
• Handle challenging guest situations with hospitality and urgency.
• Serve guests quickly and follow up to ensure satisfaction.

Skills

Positive attitude

Effective listening

Communication skills

Desire to serve guests

Education

Experience in hospitality

Job description

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Company: Hilton Garden Inn Allentown West

Section One: MCR Universal Role Standards

Executive Summary

CLEANLINESS and FRIENDLINESS!

The MCR standard is to provide clean, friendly, well-organized, and safe hotels for our guests.

Areas of Excellence

• Happy Guests
• Spotless Cleanliness
• Product Consistency & Quality
• Teamwork

Duties and Expectations

• Guest Relations: Greet guests happily upon arrival and throughout their stay with a smile.
• Name Use: Use guests' names whenever possible to ensure they feel properly welcomed.
• Guest Satisfaction: Collaborate to achieve high guest satisfaction scores.
• Recovery: Handle challenging guest situations with hospitality and urgency.
• Hotel Knowledge: Know all features of the hotel and amenities.
• Events: Support all groups and events at the hotel.
• Technology: Understand relevant technology for the role.
• Phone Etiquette: Answer calls courteously with the approved greeting.
• Spotless Cleanliness: Keep all areas, front and back of house, clean and organized.
• Pitching In: Assist with cleaning guest rooms and public spaces as needed.
• Hospitality While Cleaning: Greet guests cheerfully while cleaning.
• Product Consistency & Quality: Complete checklists accurately and on time, and ensure uniform and grooming standards.
• Teamwork: Communicate clearly, honestly, and professionally; demonstrate a can-do attitude; collaborate effectively.

Section Two: Role Specific Duties and Expectations

The core mission of the Front Desk Agent is to ensure guests enjoy a friendly arrival and departure experience, addressing their needs promptly and hospitably.

• Check-in/Out Efficiency: Serve guests quickly and follow up to ensure satisfaction.
• Rate Schedule: Understand room rates and promotions.
• Incoming Mail: Manage incoming mail as per shift checklist.

Section Three: Success Metrics

• Happy Guests: Ratings and repeat business.
• Spotless Cleanliness: Inspections and reviews.
• Product Consistency & Quality: Checklist accuracy and guest ratings.
• Teamwork: Performance ratings.

Section Four: Qualifications & Requirements

• Experience in hospitality or related field preferred.
• Positive attitude and willingness to learn.
• Ability to follow guidelines and work under pressure.
• Effective listening and communication skills.
• Desire to serve guests.
• Must be 18+ years old.
• Flexible schedule, including evenings, nights, weekends, holidays.
• Timely clock-in/out, proper breaks, and notice for call-outs.

Physical Demands & Environment

Stand for long periods, operate computers, lift up to 25 pounds, and work in a moderate noise environment.

Language & Reasoning Skills

Effective English communication skills required.

Note: Employees may be asked to perform additional duties. Reasonable accommodations will be provided for disabilities. This is an at-will employment relationship.

About Our Company

• MCR is the 3rd-largest hotel owner-operator in the U.S.
• Founded in 2006, with offices nationwide.
• Portfolio of 148 hotels, over 22,000 rooms across 37 states.
• Over 7,000 team members, operating under multiple brands.
• Award-winning company recognized for innovation and performance.

What We Offer

• Hotel discounts, weekly pay, paid time off, retirement options, referral bonuses.
• Opportunities for career growth.
• Health, dental, vision insurance after 30 days (full-time).

Job Details

• Seniority Level: Entry level
• Employment Type: Full-time
• Job Function: Management and Manufacturing
• Industries: Real Estate and Equipment Rental Services