Front Desk Agent

divh2Courtyard Newport News Airport / h2pCLEANLINESS and FRIENDLINESS! / ppThe MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests. / ppAREAS OF EXCELLENCE / pulliHappy Guests / liliSpotless Cleanliness / liliProduct Consistency Quality / liliTeamwork / li / ulpDUTIES AND EXPECTATIONS / pp1. Happy Guests / pullistrongGuest Relations : / strong Greet guests happily upon arrival and throughout their stay with a smile. / lilistrongName Use : / strong Use the guests names whenever possible, ensuring they feel properly welcomed. / lilistrongGuest Satisfaction : / strong All Team Members work together to contribute to great guest satisfaction scores. / lilistrongRecovery : / strong Ability to handle challenging guest situations with hospitality and a sense of urgency. / lilistrongHotel Knowledge : / strong Strong knowledge of all features of the hotel facility and amenities. / lilistrongEvents : / strong Awareness and support for all groups and events at the hotel. / lilistrongTechnology : / strong Understanding of relevant technology for each role. / lilistrongPhone Etiquette : / strong Answer all incoming calls with friendly service using the approved greeting. / li / ulp2. Spotless Cleanliness / pullistrongSparkling Clean Workspaces : / strong All areas, both front and back of the house, should be kept clean and well-organized. / lilistrongPitching In : / strong Cleanliness is a team effort! Everyone may expect to pitch in to clean guest rooms and public spaces as needed, to ensure the hotel is well-organized and safe. / lilistrongHospitality While Cleaning : / strong Always greet every guest happily with a smile, by name if possible, while cleaning. / li / ulp3. Product Consistency Quality / pullistrongChecklists to 100% Accuracy : / strong All operational checklists are completed accurately and at the designated times, every shift. / lilistrongShift Handover Reports : / strong Handover reports must be accurate and on time, for effective shift-to-shift communication. / lilistrongFlawless Uniform : / strong All Team Members must wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times. / li / ulp4. Teamwork / pullistrongCommunication : / strong Communication between Team Members should be clear, honest, and professional. / lilistrongCan Do Attitude : / strong Willing to stretch beyond traditional role to meet the needs of the business and MCRs guests. / lilistrongCollaboration : / strong All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace. / li / ulpFRONT DESK AGENT, ROLE SPECIFIC DUTIES AND EXPECTATIONS / ppThe 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. / ppOTHER DUTIES AND EXPECTATIONS / pullistrongCheck-in / Out Efficiency : / strong All guests checked-in / out in a timely manner. All guests should be contacted after check-in to ensure their room is satisfactory and there is nothing else required to make their stay more comfortable. / lilistrongRate Schedule : / strong Up-to-date understanding of room rates, promotions. / lilistrongIncoming Mail : / strong Receive and note all incoming mail as required per the daily shift checklist. / li / ulpSUCCESS METRICS / ppHappy Guests / pulliManagement Performance Ratings / liliGuest Satisfaction Scores / Intent to Return / li / ulpSpotless Cleanliness / pulliGM / AGM Spot Checks / liliLeadership Walk-throughs (RVP, etc.) / liliGuest Ratings / Reviews / li / ulpProduct Consistency Quality / pulliChecklist Tracking / liliManagement Performance Ratings / liliGuest Ratings / li / ulpTeamwork / pulliManagement Performance Ratings / li / ulpQUALIFICATIONS REQUIREMENTS / ppQualifications Requirements : / pullistrongExperience in a hospitality, service, consumer-facing franchise or related field preferred. / strong / lilistrongCan-Do Attitude : / strong Must have a positive attitude and willingness to learn. / lilistrongAbility to Follow Guidelines : / strong Must be able to understand and follow established guidelines and procedures. / lilistrongHandle Pace and Pressure : / strong Must work well in stressful, high-pressure situations. / lilistrongListening, Conflict Resolution : / strong Must be effective at listening to, understanding, clarifying, and resolving the concerns and issues raised by co-workers and guests. / lilistrongCommunication Skills : / strong Must be able to convey information and ideas clearly. / lilistrongHospitality and Guest Service : / strong Must have a desire to serve all guests. / lilistrongAge Requirement : / strong Must be 18 years of age or older to perform this job. / lilistrongSchedule and Travel : / strong Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays based upon the demands of the hotel. / lilistrongClock-in / Out : / strong Arrive and clock in on time for every shift worked and clock out at the scheduled shift ending time, unless otherwise directed by your immediate supervisor. strongNever / strong work while off the clock. / lilistrongBreaks : / strong Clock in / out for breaks at the designated time on your schedule. / lilistrongCall Outs : / strong Provide sufficient notice as directed by your supervisor when calling out for a scheduled shift. / li / ulpPHYSICAL WORKING DEMANDS WORKING ENVIRONMENT / ppThe physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to : / pulliStand or remain in a stationary position for long periods of time (3-4 hours at a time). / liliType on and operate computers and other office machinery or devices, do 10-key operation and data entry, dial a telephone, manually manipulate objects, handles, tools, and / or controls. / liliBend, stoop, crouch, lift and transport supplies of up to 25 pounds throughout the hotel, and move throughout the hotel and the rooms. / liliInspect and visually observe details at close range (within a few feet) and from long range. / liliOccasionally required to lift packages or general office equipment. / li / ulpThe noise level in the work environment is usually moderate (phone ringing, and heavy communication between co-workers and customers). / ppLanguage + Reasoning Skills / pulliRead, write, understand and communicate with others effectively using the English language. / li / ulpNote : This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. Employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. The Employer retains the right to change or assign other duties to this position. This document does not create an employment contract, implied or otherwise, other than an at-will relationship. / p / div