Front Desk Agent

Santa Fe, NM – Hampton Inn – Front Desk Agent

CLEANLINESS and FRIENDLINESS! The MCR standard is to provide clean, friendly, well‑organized and safe hotels for our guests.

• Happy Guests
• Spotless Cleanliness
• Product Consistency & Quality
• Teamwork

• Greet guests happily upon arrival and throughout their stay with a smile.
• Use guests’ names whenever possible to ensure 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.
• Maintain strong knowledge of all hotel features, facilities and amenities.
• Support all groups and events hosted at the hotel.
• Understand relevant technology for each role.
• Answer all incoming calls with friendly service, using the approved greeting.
• Keep all areas, front and back of the house, clean and well‑organized.
• Pitch in to clean guest rooms and public spaces as needed to keep the hotel well‑organized and safe.
• Always greet every guest happily, by name if possible, while cleaning.
• Complete all operational checklists accurately and on time, every shift.
• Prepare accurate shift‑handover reports to enable 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 colleagues.
• Maintain a "can‑do" attitude to stretch beyond the traditional role and meet business needs.
• Collaborate at all levels to create a welcoming environment for guests and an effective workplace.

• Check‑in/Check‑out procedures must be completed in a timely manner.
• After guest check‑in, contact guests to ensure room satisfaction and address any additional needs.
• Maintain up‑to‑date knowledge of room rates and promotions.
• Receive and note all incoming mail according to the daily shift checklist.

• 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

• Experience in hospitality, service, consumer‑facing franchises, or related field preferred.
• Positive, can‑do attitude and willingness to learn.
• Ability to understand and follow established guidelines and procedures.
• Ability to handle stressful, high‑pressure situations.
• Excellent listening and conflict resolution skills.
• Clear communication skills.
• Desire to provide hospitality and guest service.
• Must be 18 years of age or older.
• Willing to work a varied schedule that may include evenings, nights, weekends, and holidays.
• Arrive on time and clock in/out according to the schedule; never work off the clock.
• Spell out breaks and call‑outs with sufficient notice as directed by supervisor.

• Read, write, understand, and communicate effectively in English.

Note:

This job description does not imply this is the only duty performed by a Front Desk Agent. Employees will follow other job‑related instructions and may be asked to perform additional duties. Employees must be able to perform the essential functions of the position; reasonable accommodations will be made for qualified individuals with disabilities, absent undue hardship.

• 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 team members)

• MCR is the 3rd‑largest hotel owner‑operator in the United States.
• Founded in 2006 with offices in New York City, Dallas, Chicago, and Richmond, VA.
• Portfolio of 148 premium‑branded hotels with over 22,000 guestrooms across 37 states and 106 cities.
• More than 7,000 team members operating hotels under 9 Marriott brands, 8 Hilton brands, and various independent properties.
• Recognized by Fast Company’s 10 Most Innovative Travel Companies (2020) and recipient of multiple industry awards.