Front Desk Agent

Residence Inn Norfolk Downtown

MCR Universal role standards:
Cleanliness, Friendliness, safety and great guest satisfaction.

The primary 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.

• Greet guests happily upon arrival and throughout their stay with a smile.
• Use guests’ names whenever possible, ensuring they feel properly welcomed.
• All team members work together to contribute to great guest satisfaction scores.
• Handle challenging guest situations with hospitality and a sense of urgency.
• Have a strong knowledge of all features of the hotel facility and amenities.
• Be aware of and support all groups and events hosted at the hotel.
• Understand relevant technology for the role.
• Answer all incoming calls with friendly service using the approved greeting.
• Maintain spotless cleanliness: keep all areas, both front and back of the house, clean and well‑organized.
• Collaborate with team members and be ready to pitch in with cleaning tasks, including guest rooms and public spaces.
• Use a smile and a name when greeting guests, even while cleaning.
• Complete all operational checklists accurately and on time, every shift.
• Prepare accurate shift handover reports for effective shift‑to‑shift communication.
• Wear a clean, approved uniform, be well‑groomed, wear a nametag and smile at all times.
• Communicate clearly, honestly and professionally with other team members.
• Show a can‑do attitude and willingness to stretch beyond traditional role expectations.
• Meet the success metrics for Happy Guests, Spotless Cleanliness, Product Consistency & Quality, and Teamwork.
• Execute additional duties as outlined in the MCR Standards (check‑in/out efficiency, rate schedule, and incoming mail).
• Ensure timely check‑in/out of guests and follow up post‑arrival to confirm room satisfaction.

• Preferred experience in hospitality, service, consumer‑facing franchise or related field.
• Positive, can‑do attitude and willingness to learn.
• Ability to understand and follow established guidelines and procedures.
• Ability to work well in high‑pressure, stressful situations.
• Effective listening, conflict resolution and communication skills.
• Desire to serve all guests with hospitality and professionalism.
• Must be 18 years of age or older.
• Willingness to work a varied schedule that may include evenings, nights, weekends and holidays.
• Adhere to clock‑in/out and break procedures, and provide proper notice for call‑outs.
• Physical demands include standing, typing, operating computers, lifting up to 25 pounds and visual observation at close range.
• Fluent in English and able to read, write, and communicate effectively.

• Stand or remain in a stationary position for long periods of time (3–4 hours at a time).
• Type, operate computers, utilize 10‑key operation, dial telephones, and manipulate objects, handles, tools, or controls.
• Lift and transport supplies up to 25 pounds and move throughout the hotel.
• Inspect and observe details at close range (within a few feet) and long range.
• Occasionally lift packages or general office equipment.
• Work environment noise level is moderate with phone ringing and heavy communication between coworkers and customers.

This job description does not create an employment contract and the employer retains the right to change or assign other duties to this position. Employees must be able to perform the essential functions of the position satisfactoryly, and reasonable accommodations will be made to enable employees with disabilities to perform essential functions, absent undue hardship.

• Hotel discounts
• Weekly pay
• Paid time off
• Retirement options
• Referral bonuses
• Career advancement and upward mobility
• Health, dental, vision insurance (available after 30 days of employment for full‑time team members)

• MCR is the 3rd‑largest hotel owner‑operator in the United States.
• Founded in 2006, ours 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 works hotels under 9 Marriott brands, 8 Hilton brands and a number of unflagged independent hotels, and has more than 7,000 team members across the country.
• MCR has been recognized by Fast Company, the Marriott Partnership Circle Award, the Hilton Legacy Award for Top Performer and several industry awards.