Front Desk Agent

Fairfield Inn El Paso Airport, 6611 Edgemere Blvd, El Paso, Texas, United States of America

Job Description

Posted Monday, October 13, 2025 at 4:00 AM

Fairfield El Paso Airport EXECUTIVE SUMMARY

CLEANLINESS and FRIENDLINESS at Fairfield El Paso Airport!

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
1. 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.

2. 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.

3. 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.

4. 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.

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.

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

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,…