Front Desk Agent

Albuquerque, NM, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Range $17.00 - $17.50

Work Schedule

Flexible

Day Shifts

Weekend Shifts

Night Shifts

Benefits

hotel discounts

weekly pay

Paid Time Off

Retirement Options

Referral bonuses

career advancement

Health Insurance

Dental Insurance

Vision Insurance

Job Description

Residence Inn ABQ Airport is a premium hotel under the MCR umbrella, recognized as the third-largest hotel owner-operator in the United States. MCR operates a vast portfolio of 148 high-quality hotels across 37 states and 106 cities, encompassing over 22,000 guestrooms. Founded in 2006, MCR has become a leader in the hospitality industry by maintaining exceptional standards in cleanliness, friendliness, and guest satisfaction, supported by a workforce of more than 7,000 dedicated team members. With a strong presence through various Marriott and Hilton brands, along with independent properties, MCR has earned numerous accolades including Fast Company's Most Innovative Travel Companies of 2020 and the prestigious Marriott Partnership Circle Award. The Residence Inn ABQ Airport exemplifies these values by providing spotless, well-organized, and safe environments that guests love and trust.

The Front Desk Agent role at Residence Inn ABQ Airport is pivotal in creating a memorable and seamless experience for guests from the moment they arrive until their departure. This position requires a person who is cheerful and professional, embodying the MCR standards of cleanliness and friendliness. Front Desk Agents are the first point of contact for guests and are expected to greet every guest warmly, use their names when possible, and ensure they feel genuinely welcomed and valued. The role demands excellent communication and technological skills to handle check-in and check-out processes efficiently, manage inquiries about room rates and promotions, and respond to guest requests promptly. Moreover, agents must maintain thorough knowledge of the hotel’s features, amenities, and events to assist guests effectively.

In addition to guest relations, the Front Desk Agent supports the collective goal of maintaining spotless cleanliness and product consistency within the hotel. This includes adhering to rigorous operational checklists, ensuring workspaces are neat, and participating in hotel-wide teamwork for cleanliness and guest satisfaction. The agent is also responsible for receiving and tracking incoming mail, supporting events hosted at the hotel, and maintaining a professional appearance in a clean uniform.

Teamwork is a core value emphasized in this position; agents collaborate closely with colleagues, communicate clearly and honestly, and demonstrate a positive can-do attitude to meet and exceed the hotel’s standards. The role is fast-paced and requires handling high-pressure situations with grace, conflict resolution skills, a commitment to following established procedures, and the ability to manage varied schedules including nights, weekends, and holidays. Residence Inn ABQ Airport offers an enriching work environment with growth opportunities, comprehensive health and insurance benefits, and a supportive company culture dedicated to employee well-being and career advancement.

Job Requirements

18 years of age or older
Experience in hospitality, service, consumer-facing franchise, or related field preferred
Positive attitude and willingness to learn
Ability to follow established guidelines and procedures
Ability to work well under pressure and in a fast-paced environment
Effective listening, conflict resolution, and communication skills
Desire to provide excellent hospitality and guest service
Willingness to work varied schedules including evenings, nights, weekends, and holidays
Punctuality with clock-in and clock-out procedures
Ability to stand for long periods and lift up to 25 pounds
Ability to read, write, and communicate effectively in English

Job Qualifications

Experience in hospitality, service, consumer-facing franchise, or related field preferred
Positive attitude and willingness to learn
Ability to understand and follow established guidelines and procedures
Effective listening and conflict resolution skills
Strong communication abilities
Desire to serve all guests
Must be 18 years of age or older
Willingness to work varied schedule including evenings, nights, weekends, and holidays
Ability to perform essential functions satisfactorily

Job Duties

Greet guests happily upon arrival and throughout their stay with a smile
Use guests' names to ensure a welcoming experience
Work collectively to achieve high guest satisfaction scores
Handle challenging guest situations with hospitality and urgency
Maintain strong knowledge of hotel features and amenities
Support all groups and events at the hotel
Use relevant technology and answer phones with friendly, professional etiquette
Ensure all guests are checked-in and checked-out efficiently and follow-up to ensure room satisfaction
Stay updated on room rates and promotions
Receive and note all incoming mail as required
Maintain spotless cleanliness of the front and back of house areas
Assist in cleaning guest rooms and public spaces as needed
Wear approved uniform and maintain a well-groomed, professional appearance
Communicate clearly, honestly, and professionally with team members
Demonstrate a positive, can-do attitude and collaborate effectively with colleagues to create a welcoming environment