Front Desk Agent

Hilton Garden Inn West Monroe, LA

Overview

The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests. AREAS OF EXCELLENCE include:
Happy Guests;
Spotless Cleanliness;
Product Consistency & Quality;
Teamwork.

Executive Summary

CLEANLINESS and FRIENDLINESS!

Responsibilities

• Guest Relations:
  Greet guests happily upon arrival and throughout their stay with a smile. Use guests  names whenever possible to make them feel welcomed.
• Guest Satisfaction:
  All team members contribute to high guest satisfaction scores.
• Recovery:
  Handle challenging guest situations with hospitality and urgency.
• Hotel Knowledge:
  Strong knowledge of all features of the hotel facility and amenities.
• Events:
  Support for all groups and events at the hotel.
• Technology:
  Understand relevant technology for the role.
• Phone Etiquette:
  Answer incoming calls with friendly service using the approved greeting.
• Spotless Cleanliness:
  Maintain clean and well-organized front and back of house areas.
• Pitching In:
  Be prepared to assist with cleaning guest rooms and public spaces as needed.
• Hospitality While Cleaning:
  Greet guests with a smile, by name if possible, while cleaning.
• Checklists to 100% Accuracy:
  Complete operational checklists on time every shift.
• Shift Handover Reports:
  Ensure accuracy and timeliness for shift-to-shift communication.
• Uniforms:
  Wear a clean, approved uniform with nametag and maintain professional grooming.
• Communication:
  Maintain clear, honest, and professional communication among team members.
• Can Do Attitude:
  Willingness to stretch beyond traditional role to meet guest and business needs.
• Collaboration:
  
  Work with all team members to create a welcoming environment and positive workplace.

Front Desk Agent Responsibilities

• Check-in/Out Efficiency:
  Check guests in/out promptly; follow up after check-in to ensure satisfaction.
• Rate
  
  Schedule:
  
  Maintain up-to-date understanding of room rates and promotions.
• Incoming Mail:
  Note all incoming mail as required per shift checklist.

Success Metrics

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.

Qualifications & Requirements

• Experience in a 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:
  Effectively listen, understand, clarify, and resolve concerns of co-workers and guests.
• Communication
  
  Skills:
  
  Convey information and ideas clearly.
• Hospitality and Guest Service:
  Desire to serve all guests.
• Age Requirement: 18 years or older.
• Schedule and Travel:
  Willing to work varied schedule including evenings, nights, weekends, and holidays.
• Clock-in/Out:
  Arrive and clock in on time; do not work off the clock.
• Breaks:
  Clock in/out for breaks at scheduled times.
• Call Outs:
  Provide sufficient notice when calling out as directed by supervisor.

Physical Working Demands & Working Environment

The physical demands described here are representative of those necessary to perform essential functions. While performing duties, employee is regularly required to stand or remain stationary for periods; type on computers; lift and transport supplies up to 25 pounds; inspect details; and move throughout the hotel. The noise level is usually moderate.

Language & Reasoning Skills

• Read, write, understand and communicate effectively in English.

Note:

This job description does not state or imply these are the only duties. Employees may be required to perform additional duties as requested. The employer may change or assign duties. This document does not create an employment contract; it is at-will.

What we offer / What’s in it for you?

• Hotel Discounts
• Weekly Pay
• Paid Time Off
• Retirement Options
• Referral bonuses
• Career advancement & upward mobility
• Health, Dental, Vision Insurance - available after 30 days of employment for full-time team members

Company Information

• MCR is the 3rd-largest hotel owner-operator in the United States.
• Founded in 2006, offices in New York City, Dallas, Chicago, and Richmond, Virginia.
• Portfolio of 148 premium-branded hotels with 22,000+ guestrooms across 37 states and 106 cities.
• More than 7,000 team members across the country; operates hotels under 9 Marriott brands, 8 Hilton brands, and other independents.
• Recognized as an innovator in travel by Fast Company (2020) and recipient of top awards.

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