Front Desk Agent Job Brockton area,Massachusetts USA,Hospitality / Hotel / Catering

Residence Inn Norfolk

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

Happy Guests

Guest Relations:
Greet guests happily upon arrival and throughout their stay with a smile.
Name Use:
Use the guests’ names whenever possible, ensuring they feel properly welcomed.
Guest Satisfaction:
All Team Members work together to contribute to great guest satisfaction scores.
Recovery:
Ability to handle challenging guest situations with hospitality and a sense of urgency.
Hotel Knowledge:
Strong knowledge of all features of the hotel facility and amenities.
Events:
Awareness and support for all groups and events at the hotel.
Technology:
Understanding of relevant technology for each role.
Phone Etiquette:
Answer all incoming calls with friendly service using the approved greeting.

Spotless Cleanliness

Sparkling Clean Work spaces:
All areas, both front and back of the house, should be kept clean and well-organized.
Pitching In:
Cleanliness is a team effort! Everyone may expect to pitch in to clean guest rooms and public spaces as needed, to ensure the hotel is well-organized and safe.
Hospitality While Cleaning:
Always greet every guest happily with a smile, by name if possible, while cleaning.

Product Consistency & Quality

Checklists to 100% Accuracy:
All operational checklists are completed accurately and at the designated times, every shift.
Shift Handover Reports:
Handover reports must be accurate and on time, for effective shift-to-shift communication.
Flawless Uniform:
All Team Members must wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times.

Teamwork

Communication:
Communication between Team Members should be clear, honest, and professional.
Can Do Attitude:
Willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests.
Collaboration:

All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace.

SECTION TWO:
Front Desk Agent, Role

Specific Duties and Expectations

The core mission of the Front Desk Agent is to ensure all guests enjoy a friendly arrival and departure experience, while addressing all needs and requests in a timely, efficient and hospitable manner.

Other Duties and Expectations

Check-in/Out Efficiency:
All guests checked-in/out in a timely manner. All guests should be contacted after check-in to ensure their room is satisfactory and there is nothing else required to make their stay more comfortable.
Rate

Schedule:

Up-to-date understanding of room rates, promotions.
Incoming Mail:
Receive and note all incoming mail as required per the daily 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 (RVP, etc.)
- Guest Ratings/Reviews
Product Consistency & Quality
- Checklist Tracking
- Management Performance Ratings
- Guest Ratings
Teamwork
- Management Performance Ratings

SECTION FOUR:
Qualifications & Requirements

Experience in a hospitality, service, consumer-facing franchise or related field preferred.
Can-Do Attitude:
Must have a positive attitude and willingness to learn.
Ability to Follow Guidelines:
Must be able to understand and follow established guidelines and procedures.
Handle Pace and Pressure:
Must work well in stressful, high-pressure situations.
Listening, Conflict Resolution:
Must be effective at listening to, understanding, clarifying, and resolving the concerns and issues raised by co-workers and guests.
Communication

Skills:

Must be able to convey information and ideas clearly.
Hospitality and Guest Service:
Must have a desire to serve all guests.
Age Requirement:
Must be 18 years of age or older to perform this job.
Schedule and Travel:
Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays based upon the…