Front Desk Agent

Overview

Join to apply for the Front Desk Agent role at MCR Hotels

Spring Hill Suites Boston Peabody

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 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 completed accurately and on time.
• Shift Handover Reports:
  Handover reports must be accurate and on time.
• Flawless Uniform:
  Clean, approved uniform, good grooming, nametag, and a smile at all times.
• Teamwork
• Communication:
  Clear, honest, professional communication between Team Members.
• Can Do Attitude:
  Willing to stretch beyond traditional role to meet needs.
• Collaboration:
  
  Commitment to a welcoming environment and 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. Contact guests after check-in to ensure comfort and identify any needs.
• 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.

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 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:
  Effective at listening to, understanding, clarifying, and resolving concerns and issues raised by co-workers and guests.
• Communication Skills:
  Clear conveyance of information and ideas.
• Hospitality and Guest Service:
  Desire to serve all guests.
• Age Requirement:
  Must be 18 years of age or older.
• Schedule and Travel:
  Willing to work varied schedules including evenings, nights, weekends, and holidays as needed.
• Clock-in/Out:
  Arrive on time and clock in, clock out at scheduled end time. Do not work off the clock.
• Breaks:
  Clock in/out for breaks as scheduled.
• Call Outs:
  Provide sufficient notice when calling out, per supervisor directions.

Physical Working Demands & Working Environment

The physical demands described here are representative of those required to perform essential functions. While performing duties,…