Overnight Front Desk Agent
About the role
The Overnight Front Desk Agent is responsible for providing quality guest services that include registration and check-out, PBX operations, mail and message service and occasional driving.
Responsibilities
- Greet guests and complete the check-in process.
- Input and retrieve information from the computer and PMS system.
- Confirm guest information, room assignment, code electronic keys.
- Provide information to guests about hotel amenities & local area.
- Assist guests with check-out.
- Ensure rooms and services are correctly accounted for.
- Demonstrate knowledge of hotel information including room categories, outlet promotions, the local area, and other general product knowledge.
- Answer and manage phone calls in a timely manner, managing multiple tasks at once.
- Respond to guest inquiries and requests and resolve issues in a timely, friendly, and efficient manner.
- Field guest complaints, conduct research, and resolve and negotiate solutions for guest satisfaction.
- Receive, retrieve, and relay messages and packages to guests.
- Complete all pick-up and drop-off runs as assigned.
- Assist guests with luggage and baggage handling and familiarize them with the facilities.
- Other duties as assigned.
Requirements
- Must have employment eligibility in the U.S.
- Minimum High School Diploma or equivalent.
- Clean valid driver’s license.
- Demonstrated ability to work collaboratively and communicate effectively, effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds at all levels of the organization.
- Must be able to work 10:30pm to 7am, including weekends and holidays.
- Required to stand for entire duration of shift.
- Occasional walking, bending, stooping, reaching and use of hands to handle objects, tools or controls.
- Must be able to lift up to 50 lbs. occasionally.
- Frequently required to talk or hear.
- One year minimum job-related experience required, preferably within a front desk or customer service role.
- Ability to prioritize, identify problems, and seek solutions and follow up and follow through with a variety of tasks.
- Must be able to abide by the company appearance standards and compliance with the designated uniform.
Schedule
Overnight shift: 10:30 pm to 7:00 am, including weekends and holidays. Must be able to stand for the entire shift.
Pay
Weekly pay.
Benefits
- American Airlines Credit Union membership eligible
- Fitness Center membership eligible
- Discount hotel rooms at MCR Hotels
- Employee Assistance Program
- Comprehensive health benefits after 30 days (medical, dental, vision)
- Health savings account
- Flexible Spending Account
- Disability insurance
- Life insurance
- Paid time off benefits after 90 days (personal days, sick days, holidays)
- Retirement savings plans after 6 months (401(k) with match, Roth 401(k))
- Referral bonuses
- Career advancement and upward mobility
About the company
MCR is the 3rd-largest hotel owner-operator in the United States. Founded in 2006, the company has offices in New York City, Dallas, Chicago, and Richmond, Virginia. MCR has a $5.0 billion portfolio of 148 premium-branded hotels containing more than 22,000 guestrooms across 37 states and 106 cities. MCR has more than 7,000 team members across the country and operates hotels under 9 Marriott brands, 8 Hilton brands, and a number of unflagged independent hotels. MCR was named one of Fast Company’s 10 Most Innovative Travel Companies of 2020, is a three-time recipient of the Marriott Partnership Circle Award, and a recipient of the Hilton Legacy Award for Top Performer. For the TWA Hotel at New York’s JFK Airport, MCR won the Development of the Year (Full Service) Award at ALIS, the Urban Land Institute New York Excellence in Hotel Development Award, and the American Institute of Architects national Architecture Award.