MCR Hotels
The Front Desk Agent at the Hilton Garden Inn Cleveland Downtown is responsible for providing overall positive guest experience while managing the customer-facing administrative processes of the hotel.
ESSENTIAL FUNCTIONS :
* Providing attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.
* Maintain proper operation of the telephone switchboard.
* Answer guest inquiries about hotel service, facilities, and hours of operation.
* Establish and maintain good communication and teamwork with fellow associates and other departments within the hotel.
* Respond to guest requests in a timely and professional manner.
* Maintain confidentiality and security of all guests and hotel information.
* Document all guest requests, complaints, or problems immediately and notify designated department for resolving the situation. Follow up to ensure completion and guest satisfaction.
* Be aware of all rates, packages, and special promotions.
* Be familiar with all in-house groups and high demand/restricted dates.
* Take all necessary information when taking room reservations and follow rate quoting scenario.
* Be knowledgeable of the front desk computer system.
* Log and deliver packages, mail, and messages.
* Share knowledge of the property and amenities, along with any special events, local area attractions and things to do around the hotel.
* Accurately complete the check-in and checkout process.
* Uses creative reasoning and brand standard service tools to overcome guest objections and concerns and to ensure guest service satisfaction.
* Restocks front desk area and supplies as required or assigned by immediate supervisor.
* Ability to follow a checklist.
* Perform other duties as assigned.
MINIMUM QUALIFICATIONS:
* Must have a positive attitude and willingness to learn.
* Demonstrate the ability to multi-task.
* Demonstrate the ability to be detail oriented.
* Demonstrate the ability to problem solve to effectively deal with internal and external customers.
* Must have basic English verbal and written communication skills.
* Must work well in stressful, high-pressure situations.
* Basic math skills.
* Must have the ability to obtain alcohol awareness certification as required by the State.
* Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays.
* Must be proficient in Windows operating systems, Company approved spreadsheets and word processing.
* Must be able to convey information and ideas clearly.
* Must have a desire to serve all guests.
* Must meet the legal age to serve alcoholic beverages (at select properties).
PREFERRED QUALIFICATIONS:
* Experience in a hotel or a related field.
* Brand knowledge and experience.
Our Company
* MCR is the 3rd-largest hotel owner-operator in the United States.
* Founded in 2006, our 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 .
* MCR is a three-time recipient of the Marriott Partnership Circle Award , the highest honor Marriott presents to its owner and franchise partners, 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 The Americas Lodging Investment Summit (ALIS) , the Urban Land Institute New York Excellence in Hotel Development Award and the American Institute of Architects national Architecture Award, the highest honor given by the AIA
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
ESSENTIAL FUNCTIONS :
* Providing attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.
* Maintain proper operation of the telephone switchboard.
* Answer guest inquiries about hotel service, facilities, and hours of operation.
* Establish and maintain good communication and teamwork with fellow associates and other departments within the hotel.
* Respond to guest requests in a timely and professional manner.
* Maintain confidentiality and security of all guests and hotel information.
* Document all guest requests, complaints, or problems immediately and notify designated department for resolving the situation. Follow up to ensure completion and guest satisfaction.
* Be aware of all rates, packages, and special promotions.
* Be familiar with all in-house groups and high demand/restricted dates.
* Take all necessary information when taking room reservations and follow rate quoting scenario.
* Be knowledgeable of the front desk computer system.
* Log and deliver packages, mail, and messages.
* Share knowledge of the property and amenities, along with any special events, local area attractions and things to do around the hotel.
* Accurately complete the check-in and checkout process.
* Uses creative reasoning and brand standard service tools to overcome guest objections and concerns and to ensure guest service satisfaction.
* Restocks front desk area and supplies as required or assigned by immediate supervisor.
* Ability to follow a checklist.
* Perform other duties as assigned.
MINIMUM QUALIFICATIONS:
* Must have a positive attitude and willingness to learn.
* Demonstrate the ability to multi-task.
* Demonstrate the ability to be detail oriented.
* Demonstrate the ability to problem solve to effectively deal with internal and external customers.
* Must have basic English verbal and written communication skills.
* Must work well in stressful, high-pressure situations.
* Basic math skills.
* Must have the ability to obtain alcohol awareness certification as required by the State.
* Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays.
* Must be proficient in Windows operating systems, Company approved spreadsheets and word processing.
* Must be able to convey information and ideas clearly.
* Must have a desire to serve all guests.
* Must meet the legal age to serve alcoholic beverages (at select properties).
PREFERRED QUALIFICATIONS:
* Experience in a hotel or a related field.
* Brand knowledge and experience.
Our Company
* MCR is the 3rd-largest hotel owner-operator in the United States.
* Founded in 2006, our 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 .
* MCR is a three-time recipient of the Marriott Partnership Circle Award , the highest honor Marriott presents to its owner and franchise partners, 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 The Americas Lodging Investment Summit (ALIS) , the Urban Land Institute New York Excellence in Hotel Development Award and the American Institute of Architects national Architecture Award, the highest honor given by the AIA
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