Overnight / Evening Front Desk Agent

MCR Hotels; Miami (FL); On-site; USD 30,000 - 40,000; Full time

Job summary

An established industry player in hospitality is seeking an Overnight/Evening Front Desk Agent to ensure guests enjoy a friendly arrival and departure experience. In this role, you will greet guests with a smile, manage check-ins and check-outs efficiently, and maintain a clean and welcoming environment. This position offers opportunities for career growth and includes benefits such as hotel discounts and health insurance after 30 days. If you have a positive attitude and a desire to serve guests, this role may be the perfect fit for you.

Benefits

Hotel Discounts

Weekly Pay

Paid Time Off (PTO)

Retirement Options

Referral Bonuses

Career Growth Opportunities

Health Insurance

Dental Insurance

Vision Insurance

Qualifications

• Experience in hospitality or related fields preferred.
• Ability to follow guidelines and handle stress effectively.

Responsibilities

• Greet guests happily upon arrival and throughout their stay.
• Maintain cleanliness of workspaces and assist in cleaning guest rooms.

Skills

Customer Service

Conflict Resolution

Effective Communication

Teamwork

Education

High School Diploma

Experience in Hospitality

Job description

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Company Overview

Hilton Miami Airport Blue Lagoon

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 welcomed.
• Guest Satisfaction: Collaborate to achieve high guest satisfaction scores.
• Recovery: Handle challenging situations with hospitality and urgency.
• Hotel Knowledge: Be familiar with hotel features and amenities.
• Events: Support hotel groups and events.
• Technology: Understand relevant hotel technology.
• Phone Etiquette: Answer calls courteously with the proper greeting.
• Cleanliness: Maintain cleanliness of workspaces and public areas; assist in cleaning guest rooms and spaces as needed.
• Hospitality: Greet guests cheerfully, using their names when possible, even while cleaning.
• Product Quality: Complete checklists accurately and timely; ensure uniform and grooming standards are met.
• Teamwork: Communicate clearly, honestly, and professionally; demonstrate a can-do attitude; collaborate effectively.

Section Two: Role Specific Duties

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

• Check-in/out efficiency and guest follow-up.
• Maintain up-to-date knowledge of rates and promotions.
• Manage incoming mail as per shift checklist.

Section Three: Success Metrics

• Guest satisfaction ratings and reviews.
• Management performance evaluations.
• Cleanliness inspections and guest feedback.
• Product quality and consistency assessments.
• Teamwork and collaboration evaluations.

Section Four: Qualifications & Requirements

• Experience in hospitality or related fields preferred.
• Positive attitude and willingness to learn.
• Ability to follow guidelines and handle stress.
• Effective listening, conflict resolution, and communication skills.
• Desire to serve guests.
• Must be 18+ years old.
• Flexible schedule including nights, weekends, and holidays.
• Timely clock-in/out and proper break management.
• Provide notice for shift absences.

Physical Demands & Environment

• Stand or remain stationary for extended periods.
• Operate computers, handle objects, lift up to 25 pounds.
• Work in moderate noise levels.

Language & Reasoning Skills

• Effective communication in English.

Note: This description does not cover all duties and may be amended. Reasonable accommodations will be provided for disabilities. Employment is at-will.

About MCR

• Third-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 employees, operating under multiple brands.

Benefits

• Hotel discounts, weekly pay, PTO, retirement options, referral bonuses.
• Career growth opportunities.
• Health, dental, vision insurance after 30 days.