Front Desk Agent

MCR Hotels; Santa Fe (NM); On-site; USD 28,000 - 35,000; Full time

Job summary

Join a leading hotel as a Front Desk Agent, where you'll ensure a positive guest experience while managing administrative processes. Your role includes assisting guests, handling inquiries, and maintaining communication with hotel departments. Ideal candidates are detail-oriented, possess problem-solving skills, and can thrive in a fast-paced environment. Enjoy benefits like hotel discounts, paid time off, and health insurance after 30 days.

Benefits

Hotel discounts

Weekly pay

Paid time off

Retirement options

Referral bonuses

Career advancement opportunities

Health, dental, and vision insurance

Qualifications

• Must have a positive attitude and willingness to learn.
• Ability to work well under stress and in high-pressure situations.

Responsibilities

• Provide attentive, courteous, and efficient service to all guests.
• Respond to guest requests in a timely and professional manner.
• Accurately complete the check-in and check-out process.

Skills

Problem-solving

Communication

Multi-tasking

Attention to detail

Tools

Windows operating systems

Spreadsheets

Word processing

Job description

Hampton Inn Santa Fe South

The Front Desk Agent is responsible for providing a positive guest experience while managing the customer-facing administrative processes of the hotel.

Essential Functions

1. Provide attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay, maximizing room revenue and occupancy.
2. Maintain proper operation of the telephone switchboard.
3. Answer guest inquiries about hotel services, facilities, and hours of operation.
4. Establish and maintain good communication and teamwork with fellow associates and other departments within the hotel.
5. Respond to guest requests in a timely and professional manner.
6. Maintain confidentiality and security of all guests and hotel information.
7. Document all guest requests, complaints, or problems immediately and notify the appropriate department for resolution. Follow up to ensure guest satisfaction.
8. Be aware of all rates, packages, and special promotions.
9. Be familiar with all in-house groups and high demand/restricted dates.
10. Take all necessary information when taking room reservations and follow rate quoting scenarios.
11. Be knowledgeable of the front desk computer system.
12. Log and deliver packages, mail, and messages.
13. Share knowledge of the property, amenities, special events, local attractions, and activities around the hotel.
14. Accurately complete the check-in and check-out process.
15. Use creative reasoning and brand standard service tools to overcome guest objections and concerns, ensuring guest satisfaction.
16. Restock front desk area and supplies as required or assigned by supervisor.
17. Follow checklists and perform other duties as assigned.

Minimum Qualifications

• Must have a positive attitude and willingness to learn.
• Ability to multi-task and be detail-oriented.
• Problem-solving skills to effectively deal with internal and external customers.
• Basic English verbal and written communication skills.
• Ability to work well under stress and in high-pressure situations.
• Basic math skills.
• Ability to obtain alcohol awareness certification as required by the State.
• Willingness to work varied schedules, including evenings, nights, weekends, and holidays.
• Proficiency in Windows operating systems, approved spreadsheets, and word processing.
• Ability to clearly convey information and ideas.
• A desire to serve all guests.
• Meet the legal age requirement to serve alcoholic beverages (at select properties).

Preferred Qualifications

• Experience in a hotel or related field.
• Brand knowledge and experience.

About Our Company

• MCR is the 3rd-largest hotel owner-operator in the United States.
• Founded in 2006, with offices in New York City, Dallas, Chicago, and Richmond, Virginia.
• Portfolio of 148 premium-branded hotels with over 22,000 guestrooms across 37 states and 106 cities.
• Over 7,000 team members nationwide, operating under 9 Marriott brands, 8 Hilton brands, and independent hotels.
• Recognized as one of Fast Company's 10 Most Innovative Travel Companies of 2020.
• Recipient of multiple awards including Marriott Partnership Circle Award and Hilton Legacy Award.

What We Offer

• Hotel discounts
• Weekly pay
• Paid time off
• Retirement options
• Referral bonuses
• Career advancement opportunities
• Health, dental, and vision insurance (available after 30 days for full-time employees)