Front Desk Agent

Executive Summary

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

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

• 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 - Handle challenging guest situations with hospitality and a sense of urgency.
• Hotel Knowledge - Possess strong knowledge of all features of the hotel facility and amenities.
• Events - Be aware of and support all groups and events at the hotel.
• Technology - Understand relevant technology for each role.
• Phone Etiquette - Answer all incoming calls with friendly service using the approved greeting.

• Sparkling Clean Work spaces
  - All areas, 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 to keep the hotel organized and safe.
• Hospitality While Cleaning
  - Always greet every guest happily with a smile, by name if possible, while cleaning.

• Checklists to 100% Accuracy
  - All operational checklists completed accurately at designated times on every shift.
• Shift Handover Reports
  - Accurate and on time for effective shift‑to‑shift communication.
• Flawless Uniform
  - All team members must wear a clean, approved uniform, be well‑groomed per the handbooks, wear a nametag and smile at all times.

• Communication
  - Clear, honest and professional communication between team members.
• Can‑Do Attitude
  - Willing to stretch beyond traditional role to meet business and guest needs.
• Collaboration
  - All team members 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, addressing all needs and requests in a timely, efficient and hospitable manner.

• Check‑in / Check‑out Efficiency
  - Timely check‑in/out, follow‑up contact 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.

• 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.

• Experience in hospitality, service, consumer‑facing franchise or related field preferred.
• Can‑Do Attitude
  - Positive attitude and willingness to learn.
• Ability to Follow Guidelines
  - Understand and follow established guidelines and procedures.
• Handle Pace and Pressure
  - Work well in stressful, high‑pressure situations.
• Listening, Conflict Resolution
  - Effective in listening, understanding, clarifying and resolving concerns from co‑workers and guests.
• Communication Skills
  - Convey information and ideas clearly.
• Hospitality and Guest Service
  - Desire to serve all guests.
• Age Requirement - 18 years of age or older.
• Schedule and Travel
  - Willing to work a varied schedule, including evenings, nights, weekends, holidays.
• Clock‑in/Out
  - Arrive and clock in on time for every shift, never work off the clock.
• Breaks
  - Clock in/out for breaks at designated times.
• Call Outs
  - Provide sufficient notice when calling out for a scheduled shift.

Regular duties include standing or remaining in a stationary position for long periods (3–4 hours), operating computers and other office machinery, typing, doing 10‑key operation and data entry, dialing a telephone, manually manipulating objects, hands, tools or controls, bending, stooping,…