FRONT DESK AGENT (AM/2nd Shift)

Description

Company Overview:

MRN Ltd is a family-owned company that creates and manages world-class dynamic, diverse, and sustainable neighborhoods through collaboration with our neighbors and partners to develop a vision for a better future while learning from our past. 

We are different.  We listen.  We are genuinely interested in the success of our employees both individually and collectively.  We are creative problem solvers.  We put our people in the right places and leverage individual strengths to build a brighter future.

Job Summary:

The Front Desk Agent is a line level position that ensures day-to-day tasks of the facility are met.  The Front Desk Agent is responsible for knowing, understanding, and upholding company policies and procedures while also providing excellent guest experience.  

Accountabilities:

The Front Desk Agent will be accountable for successfully executing the following responsibilities:

• Greet every guest within vicinity, check in/out and assist guests in a friendly and professional manner.
• Make, change, and cancel guest reservations.  Manage guest room transfers, cancelations, stayovers, early departures and notify proper departments. Use appropriate rate guidelines when making reservations.
• Use the Make It Right Hilton Standard to overcome and solve guest complaints and concerns.
• Maintain knowledge of local community attractions restaurants within two miles of building.
• Prepare for group check-ins, check-outs, and VIP prior to arrivals (e.g. prepare rooms, place honors bags in rooms, etc.).
• Answer phones promptly within 3 rings and manage the phone call accordingly in a professional demeanor.
• In the absence of the FOM or MOD, follow Hilton’s emergency procedure binder.
• Handle money exchanges, balance receipts, and administer safe deposit boxes.
• Generate and print downtime reports at the following times: 7am, 11am, 3pm, 7pm, 11pm, and 3am. This is used for safety protocols for a headcount in the case of an emergency.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Maintain a shift logbook in Quore documenting ALL interactions involving guest requests, complaints, wakeup calls, ect. for every shift daily.
• Maintain the Kipsu guest texting functionality. Every text message must be responded to in no more than 2 minutes.
• Follow all Cyber Security Protocols as listed in Hilton training.
• Complete Hilton Required training by the set deadline.
• Maintain cleanliness of the Front Desk area and Lobby, including all Front Desk Pods, Business Center, Elevators, Coffee station and lower lobby.  Clean and stock gift shop, including bag cookies.
• Any additional tasks assigned by Department Managers or Supervisors.

Key Collaborative Partnerships:

The success of this role is dependent on strong working relationships, collaboration, and alignment with the following internal and external stakeholders:

• Managers
• Supervisors
• Employees/Coworkers
• Guests
• Third party vendors

Success Measures/Outcomes Expected:

• Ability in navigating guest challenges with ease and professionalism
• Flexibility and effectiveness in collaborating with others
• Strategic approach to problem-solving and troubleshooting
• Adaptability in a fast-paced, changeable work environment
• Professional demeanor and effective communication with colleagues, management, and guests; anticipate guest needs and mitigate before guest issues arise
• Adherence to uniform policy and proper grooming and hygiene standards according to company and Hilton standards
• Adherence to attendance policy as listed in handbook
• Completion of all Hilton training within 30 days from assigned

Qualifications Required:

• Flexibility to work nights, weekends, and holidays
• Interpersonal and communication skills
• Problem solving and time management skills

Experience/Knowledge Required:

• Customer service
• Proficient in MS Office including Outlook

Physical Requirements:

• Candidates must meet physical requirements to effectively perform job responsibilities, which includes frequent standing, walking, sitting, reaching with hands and arms, ability to traverse stairs with no difficulty, and lifting up to forty pounds.

MRN Core Values

• Collaboration: we work as a team to solve problems and recognize individual strengths
• Fairness: we believe in treating people fairly and ensuring decisions reflect so
• Flexibility: we are openminded to the ideas of others and adapt to changes in order to grow
• Creativity: we innovate and think outside the box to challenge the status quo
• Accountability: we take ownership for our individual actions and collective responsibilities

Qualifications