MCR Hotels
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Front Desk Agent
role at
MCR Hotels .
Hilton Garden Inn Phoenix Airport North 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
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
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 be expected to 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 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, be well‑groomed, wear a nametag and smile at all times.
Teamwork
Communication: Clear, honest, professional communication among team members.
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.
Front Desk Agent - Role Specific Duties and Expectations
Check‑in/Out Efficiency: All guests checked in/out in a timely manner. Follow up after check‑in to ensure rooms are satisfactory.
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.
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 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: Effective at listening, understanding, clarifying, and resolving concerns from co‑workers and guests.
Communication Skills: Must be able to convey information and ideas clearly.
Hospitality and Guest Service: Desire to serve all guests.
Age Requirement: Must be 18 years of age or older to perform this job.
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; never work off the clock.
Breaks: Clock in/out for breaks at designated times.
Call Outs: Provide sufficient notice when calling out for a scheduled shift.
Physical Working Demands & Working Environment
Stand or remain stationary for long periods (3‑4 hours at a time).
Type on and operate computers and other office machinery, do 10‑key operation and data entry, dial a telephone, manually manipulate objects, handles, tools, and/or controls.
Bend, stoop, crouch, lift and transport supplies of up to 25 pounds; move throughout the hotel and rooms.
Inspect and visually observe details at close range and from long range.
Occasionally required to lift packages or general office equipment.
The noise level in the work environment is usually moderate.
Language & Reasoning Skills
Read, write, understand and communicate with others effectively using the English language.
Note This job description does not state or imply that these are the only duties. Employees will follow any other responsibilities requested. Employees must be able to perform the essential functions and may receive reasonable accommodations if requested. The employer retains the right to change duties. This document does not create an employment contract, other than an at‑will relationship.
Our Company
MCR is the 3rd‑largest hotel owner‑operator in the United States.
Founded in 2006; offices in New York City, Dallas, Chicago, and Richmond, VA.
MCR has a $5.0B portfolio of 148 premium‑branded hotels with 22,000+ guestrooms across 37 states and 106 cities.
MCR has over 7,000 team members and operates hotels under 9 Marriott brands, 8 Hilton brands, and independent hotels.
MCR was named one of Fast Company’s 10 Most Innovative Travel Companies of 2020.
MCR is a three‑time recipient of the Marriott Partnership Circle Award and a recipient of the Hilton Legacy Award.
For the TWA Hotel at JFK, MCR won the Development of the Year Award at ALIS and the ULI New York Excellence award.
What We Offer
Hotel Discounts
Weekly Pay
Paid Time Off
Retirement Options
Referral bonuses
Career advancement & upward mobility
Health, Dental, Vision Insurance (available after 30 days for full‑time members)
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Management and Manufacturing
Industries
Hospitality
Referrals increase your chances of interviewing at MCR Hotels by 2x.
#J-18808-Ljbffr
Front Desk Agent
role at
MCR Hotels .
Hilton Garden Inn Phoenix Airport North 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
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
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 be expected to 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 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, be well‑groomed, wear a nametag and smile at all times.
Teamwork
Communication: Clear, honest, professional communication among team members.
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.
Front Desk Agent - Role Specific Duties and Expectations
Check‑in/Out Efficiency: All guests checked in/out in a timely manner. Follow up after check‑in to ensure rooms are satisfactory.
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.
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 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: Effective at listening, understanding, clarifying, and resolving concerns from co‑workers and guests.
Communication Skills: Must be able to convey information and ideas clearly.
Hospitality and Guest Service: Desire to serve all guests.
Age Requirement: Must be 18 years of age or older to perform this job.
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; never work off the clock.
Breaks: Clock in/out for breaks at designated times.
Call Outs: Provide sufficient notice when calling out for a scheduled shift.
Physical Working Demands & Working Environment
Stand or remain stationary for long periods (3‑4 hours at a time).
Type on and operate computers and other office machinery, do 10‑key operation and data entry, dial a telephone, manually manipulate objects, handles, tools, and/or controls.
Bend, stoop, crouch, lift and transport supplies of up to 25 pounds; move throughout the hotel and rooms.
Inspect and visually observe details at close range and from long range.
Occasionally required to lift packages or general office equipment.
The noise level in the work environment is usually moderate.
Language & Reasoning Skills
Read, write, understand and communicate with others effectively using the English language.
Note This job description does not state or imply that these are the only duties. Employees will follow any other responsibilities requested. Employees must be able to perform the essential functions and may receive reasonable accommodations if requested. The employer retains the right to change duties. This document does not create an employment contract, other than an at‑will relationship.
Our Company
MCR is the 3rd‑largest hotel owner‑operator in the United States.
Founded in 2006; offices in New York City, Dallas, Chicago, and Richmond, VA.
MCR has a $5.0B portfolio of 148 premium‑branded hotels with 22,000+ guestrooms across 37 states and 106 cities.
MCR has over 7,000 team members and operates hotels under 9 Marriott brands, 8 Hilton brands, and independent hotels.
MCR was named one of Fast Company’s 10 Most Innovative Travel Companies of 2020.
MCR is a three‑time recipient of the Marriott Partnership Circle Award and a recipient of the Hilton Legacy Award.
For the TWA Hotel at JFK, MCR won the Development of the Year Award at ALIS and the ULI New York Excellence award.
What We Offer
Hotel Discounts
Weekly Pay
Paid Time Off
Retirement Options
Referral bonuses
Career advancement & upward mobility
Health, Dental, Vision Insurance (available after 30 days for full‑time members)
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Management and Manufacturing
Industries
Hospitality
Referrals increase your chances of interviewing at MCR Hotels by 2x.
#J-18808-Ljbffr