Front Desk Agent

Front Desk Agent – MCR Hotels

We are looking for a Front Desk Agent who can provide guests with a friendly, efficient and welcoming experience at the Hilton Garden Inn Louisville Mall of St. Matthews. The core mission is to ensure all guests enjoy a smooth arrival and departure while meeting all needs and requests in a timely, efficient, and სინ hospitality‑ 凯美.

CLEANLINESS AND FRIENDLINESS! The MCR standard is to provide clean, friendly, well‑organized, and safe hotels for our guests.

• Happy Guests
• Spotless Cleanliness
• Product Consistency & Quality
• Teamwork

• 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 Knowledge혁:
  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 pitch in to clean guest rooms and public spaces as needed.
• 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:읈 All Team Members must wear a clean, approved uniform and be well‑gPERATURES 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.

• Check‑in/Out Efficiency:
  All guests checked‑in/out in a timely manner. Follow up with guests after check‑in to ensure room satisfaction.
• Rate
  
  Schedule:
  
  Up-to-date understanding of room rates and promotions.
• Incoming Mail:
  Receive and note all incoming mail as required per the daily shift checklist.

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

• GM/AGM Spot Checks
• Leadership Walk‑throughs (RVP, etc.)
• Guest Ratings / Reviews

• Checklist Tracking
• Management Performance Ratings
• Guest Ratings

• Management Performance Ratings

• 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 on the demands of the hotel.
• Clock‑in/Out:
  Arrive and clock in on time for every shift worked and clock out at the…