POSITION SUMMARY:
The purpose of this job is to operate the hotel front desk systems, reservations, and guests checking in/out in accordance with company standards for quality, cleanliness and safety and security, primarily to ensure the best possible customer service.
QUALIFICATIONS:
1. Must be able to initiate and engage in conversations with guests.
2. Customer service is required.
3. Computer experience is preferred.
4. Ability to add, subtract, multiply and divide numbers.
5. Available to work weekends and holidays.
6. GED or High School diploma.
ESSENTIAL JOB FUNCTIONS AND REGULATIONS:
Work Objectives
1. Process guest registrations including the posting and collection of payments.
2. Process all financial transactions including the verification and processing of credit card transactions in accordance with company policies and procedures, and complete shift reports.
3. Maintain room status inventory.
4. Respond to guest inquiries and requests regarding hotel services, reservations, local attractions, directions, etc.
5. Receive and send telephone messages and facsimiles.
6. Sort incoming mail and messages
7. Conduct night audit as assigned.
8. Respond to guest needs, special requests and complaints.
9. May not accept any cash, gifts, free items, or services from any vendor, rental car company, taxi company, or any other company that provides goods or services to the hotel. This behavior will be considered as a dishonest act and conflict of interest due to receiving kickbacks from potential vendors who supply goods and services to the hotel. Therefore, this may result in your immediate termination.
GUEST SATISFACTION:
1. Smile, acknowledge and greet guests.
2. Always address guest by last name.
3. Be consistent, efficient, and responsible.
4. Must be quick and accurate in job performance both over the phone and in person.
5. Is responsible for relaying all messages, information, and updates to next relief shift.
6. Must always wear uniform and name tag. You must be ready to start your shift when you arrive as you will not have time to clock in and then change. Keep in mind, blue jeans are not to be worn by any front desk clerk. All front desk clerks are to wear proper logo shirts given to them. Tennis shoes are not allowed, and excessive jewelry is not allowed as women are permitted to wear one earring on each ear. Men are not allowed. Facial piercings are not allowed, one ring is allowed on each hand, and a watch is allowed. Necklaces must be tucked inside shirt. Above all, employee’s must maintain a professional appearance at all times.
NIGHT AUDITOR:
1. Complete and verify all audit paperwork and all required reports.
2. Prepare express checkout folios.
3. Communicate all pertinent shift information to GM and other staff.
4. Perform monitoring of hotel surveillance system and random check of parking lot.
5. Be available to work a varied schedule. Request for days off must be approved by AGM or GM.
6. It is important to acknowledge every guest. If you are checking in a guest or taking a reservation on the phone and someone walks through the door, make eye contact and let them know you will be right with them.
7. When answering calls and you are assisting a guest at the front desk, excuse yourself and answer the phone and ask if they can hold.
8. It is vital to keep track of key control as per your in-house general manager.
9. Front desk clerks arriving and departing are responsible for cleanliness of front desk.
10. Front desk must keep all shift reports updated and should be aware and advise housekeeping of any stay overs or late check outs.
11. No eating at front desk (Back office only and be sure to clean up.)
12. No frequent visitors.
13. No discounts unless authorized by management.
14. No cell phones.
15. Responsible for all cash transactions during his/her shift.
TEAMWORK:
1. Be available to work a varied schedule.
2. Assist other employees in various assignments such as, assisting with complimentary breakfast, laundry and housekeeping.
3. May perform other duties as assigned by GM or AGM.
SAFETY AND SECURITY:
1. Perform duties in accordance with Safety and Security Policies and Procedures.
2. Perform duties in accordance with OSHA, HAZCOM, and Blood Borne Pathogens regulations.
3. Report and store lost and found items in accordance with hotel procedures.
PHYSICAL, MENTAL, AND ENVIRONMENTAL REQUIREMENTS:
1. Firm and simple grasping is an on-going requirement.
2. Standing and walking are required on a continuous basis in excess of 90% of the time.
3. Reaching is required up to 50% of the time. Reaching is typically below shoulder level. However, overhead reaching is occasionally required (e.g. retrieving clean linen for guests).
4. Twisting of the body at the waist is required approximately 40%-50% of the time. Lifting and carrying normally limited to items as less than 25 lbs. for a distance of 5-10 feet.
5. Bending and/or sloping are required, usually less than 10% of the time.
6. Physically and visually able to utilize the computer keyboard, printers and fax machine.
7. Front desk must be standing and alert. Sitting is a privilege and is of the manager’s discretion.
Job Type: Full-time
Pay: $14.00 - $15.00 per hour
Ability to Commute:
- San Antonio, TX 78257 (Required)
Ability to Relocate:
- San Antonio, TX 78257: Relocate before starting work (Required)
Work Location: In person
