Front Desk Agent

Front Desk Representative – Hampton Inn & Suites Tulsa South‑Bixby

Location: Tulsa, OK – Hampton Inn & Suites Tulsa South‑Bixby

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 (General commitment to guest satisfaction across all interactions)
• 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:
  Ensure that all areas, both front and back of the house, are kept clean and well‑organized.
• 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! 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 at the designated times, every shift.
• Shift Handover Reports:
  Accurate and on‑time reports for effective shift‑to‑shift communication.
• Flawless Uniform:
  Wear a clean, approved uniform, be well‑groomed, wear a nametag, and smile at all times.
• Teamwork – Communication:
  Clear, honest, and professional communication between Team Members.
• Can‑Do Attitude:
  Willing to stretch beyond the traditional role to meet business and guest needs.
• Collaboration:
  
  All team members at all levels committed to creating a welcoming environment for guests and an effective, positive workplace.

Front Desk Agent Role‑Specific Duties

• Check‑in/Out Efficiency:
  All guests checked‑in/out in a timely manner. Follow up 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.

Success Metrics – Happy Guests

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

Success Metrics – Spotless Cleanliness

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

Success Metrics – Product Consistency & Quality

• Checklist Tracking
• Management Performance Ratings
• Guest Ratings

Success Metrics – Teamwork

• Management Performance Ratings

Qualifications & Requirements

• 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 & Pressure:
  Work well in stressful, high‑pressure situations.
• Listening, Conflict Resolution:
  Effective listening, understanding, clarifying, and resolving concerns for co‑workers and guests.
• Communication
  
  Skills:
  
  Convey information and ideas clearly.
• Hospitality and Guest Service:
  Desire to serve all guests.
• Age Requirement:
  Must be 18 years or older.
• Schedule and Travel:
  Willing to work a varied schedule that may include evenings, nights, weekends, and holidays.
• Clock‑in/Out:
  Arrive and clock in on time, clock out at scheduled shift end, never work off the clock.
• Breaks:
  Clock in/out for breaks at designated time.
• Call Outs:
  Provide sufficient notice as directed when calling out for a scheduled shift.

Physical Working Demands & Working Environment

• Stand or remain still for long periods (3–4 hours at a time).
• Type on and operate computers, 10‑key operation, data entry, dial telephone, manipulate objects, handles, tools,…