Front Desk Agent

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Home2 Suites Summerville

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      

1. 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.

2. Spotless Cleanliness

• Sparkling Clean Workspaces:  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 expect to pitch in to clean guest rooms and public spaces as needed, to ensure the hotel is well-organized and safe.
• Hospitality While Cleaning:  Always greet every guest happily with a smile, by name if possible, while cleaning.

3. Product Consistency & Quality

• Checklists to 100% Accuracy:  All operational checklists are completed accurately and at the designated times, every shift.
• Shift Handover Reports:  Handover reports must be accurate and on time, for effective shift-to-shift communication.

• Flawless Uniform:  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.

4. Teamwork

• Communication:  Communication between Team Members should be clear, honest, and professional.
• Can Do Attitude:  Willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests.
• Collaboration:  All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, 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. 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.
• Rate Schedule:  Up-to-date understanding of room rates, 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:  Must be effective at listening to, understanding, clarifying, and resolving the concerns and issues raised by co-workers and guests.
• Communication Skills:  Must be able to convey information and ideas clearly.
• Hospitality and Guest Service:  Must have a desire to serve all guests.
• Age Requirement:  Must be 18 years of age or older to perform this job.
• Schedule and Travel: Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays based upon the demands of the hotel.
• Clock-in/Out:  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. Never work while off the clock.
• Breaks:  Clock in/out for breaks at the designated time on your schedule.

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