Front Desk Agent

mcrhotels.com; Santa Fe (NM); On-site; USD 30,000 - 40,000; Full time

Job summary

Join a dynamic team at a leading hotel where your role as a Front Desk Agent will be pivotal in creating memorable experiences for guests. This position requires a blend of excellent customer service skills, attention to detail, and the ability to multi-task effectively. You will be the first point of contact for guests, ensuring they receive the highest level of service from check-in to check-out. With a commitment to teamwork and communication, you'll play a key role in maintaining the hotel's reputation for excellence. This is a fantastic opportunity to grow your career in the hospitality industry with a reputable company that values its employees and offers competitive benefits.

Benefits

Weekly Pay

Paid Time Off

Retirement Options

Health Insurance

Dental Insurance

Vision Insurance

Qualifications

• Positive attitude and willingness to learn are essential.
• Ability to work well in stressful situations is required.

Responsibilities

• Provide courteous service to guests and manage check-in/check-out processes.
• Respond to guest inquiries and maintain communication with departments.

Skills

Customer Service

Multi-tasking

Detail-oriented

Problem Solving

Basic English Communication

Basic Math Skills

Education

High School Diploma or Equivalent

Tools

Windows Operating Systems

Spreadsheets

Word Processing Software

Job description

Hampton Inn Santa Fe South, Santa Fe, New Mexico, United States of America

Job Description

The Front Desk Agent at the Hampton Inn Santa Fe is responsible for providing an 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 services, 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 the 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.
• Restock 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?

• Weekly Pay
• Paid Time Off
• Retirement Options
• Health, Dental, Vision Insurance - available after 30 days of employment for full-time team members