Front Desk Agent

mcrhotels.com; West Haven (CT); On-site; USD 30,000 - 40,000; Full time

Job summary

A leading hotel company is seeking a Front Desk Agent to ensure guests have a friendly arrival and departure experience. This role involves managing guest relations, check-in/out efficiency, and maintaining high cleanliness standards. Ideal candidates will have a positive attitude, effective communication skills, and a willingness to learn in a fast-paced environment.

Benefits

Hotel discounts

Weekly pay

Paid time off

Retirement options

Referral bonuses

Career advancement opportunities

Health, dental, vision insurance (after 30 days for full-time)

Qualifications

• Experience in hospitality or service preferred.
• Must be 18+ years old.
• Willing to work varied shifts including evenings, nights, weekends, and holidays.

Responsibilities

• Greet guests happily upon arrival and throughout their stay.
• Ensure timely processing of check-ins and check-outs.
• Collaborate to achieve high guest satisfaction scores.

Skills

Positive attitude

Effective listening

Clear communication

Conflict resolution

Job description

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

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

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 the 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: Be knowledgeable about all hotel features and amenities.
• Events: Support all groups and events at the hotel.
• Technology: Understand relevant technology for the role.
• Phone Etiquette: Answer calls with friendly service using the approved greeting.
• Spotless Cleanliness: Keep all areas, front and back of the house, clean and organized.
• Pitching In: Contribute to cleaning guest rooms and public spaces as needed.
• Hospitality While Cleaning: Greet guests cheerfully while performing cleaning duties.
• Product Consistency & Quality: Complete checklists accurately and timely; provide accurate shift handovers; wear a clean uniform, be well-groomed, and smile.
• Teamwork: Communicate clearly and professionally; demonstrate a can-do attitude; collaborate effectively.

SECTION TWO: Front Desk Agent, Role Specific Duties and Expectations

The primary mission is to ensure guests have a friendly arrival and departure experience, addressing all needs promptly and hospitably.

• Check-in/Out Efficiency: Ensure timely processing and follow-up with guests.
• Rate Schedule: Understand current room rates and promotions.
• Incoming Mail: Manage incoming mail per shift checklist.

SECTION THREE: Success Metrics

Happy Guests

• Management Performance Ratings
• Guest Satisfaction Scores/Intent to Return

Spotless Cleanliness

• GM/AGM Spot Checks
• Leadership Walk-throughs
• Guest Ratings/Reviews

Product Consistency & Quality

• Checklist Tracking
• Management Performance Ratings
• Guest Ratings

Teamwork

• Management Performance Ratings

SECTION FOUR: Qualifications & Requirements

• Experience in hospitality, service, or related fields preferred.
• Positive attitude and willingness to learn.
• Ability to follow guidelines and procedures.
• Work well under stress.
• Effective listening and conflict resolution skills.
• Clear communication skills.
• Desire to serve guests.
• Must be 18+ years old.
• Willing to work varied shifts including evenings, nights, weekends, and holidays.
• Arrive and clock in/out on time; work off the clock is not permitted.
• Follow break and call-out procedures.

Physical Demands & Working Environment

Must be able to stand for long periods, operate office equipment, lift up to 25 pounds, and move throughout the hotel. The environment is moderate noise.

Language & Reasoning Skills

Effective reading, writing, understanding, and communication in English.

Note: This description outlines primary duties but is not exhaustive. Employees may be asked to perform other duties as required. Reasonable accommodations will be provided for disabilities. The role is at-will, and this document does not constitute a contract.

Our Company

• MCR is the 3rd-largest hotel owner-operator in the U.S.
• Founded in 2006, with offices in NYC, Dallas, Chicago, and Richmond.
• Portfolio of 148 hotels, over 22,000 guestrooms across 37 states and 106 cities.
• Over 7,000 team members, operating under Marriott, Hilton, and independent brands.
• Recognized as one of Fast Company's 10 Most Innovative Travel Companies of 2020.

What We Offer

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