Summary of Position
The purpose of the Front Desk Clerk is to create the ultimate guest experience for all guests of our hotel. Front Desk Clerks recognize, acknowledge, welcome, serve and depart all guests and visitors arriving to and from the hotel.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Along with complying with all laws, company policy, brand standards, the following are the Essential Functions of this position:
- This position is empowered to guarantee total guest satisfaction assisting all guest sincerely and courteously. Going the extra mile to ensure total guest satisfaction
- Displays hospitality, professionalism, and projects a favorable image of the company and property to the public at all times.
- Takes pride in representing the company and property professionally with our guests, associates, and vendors.
- Ensures that all transactions with our guests, associates, and vendors are handled in a legal and ethical manner.
- Complies with company, department & brand standards
- Completes training as required by company, property and brand.
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Maintains a clean and neat appearance at all times. A complete uniform (or business attire for non-uniformed associates) must be worn at all times in public areas, including a name tag.
- Must be able to work flexible hours/schedule, including evenings, weekends, and holidays.
- Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible. Maintain and provide accurate information on hotel facilities.
- Maintain cash bank per accounting guidelines. Comply with all accounting procedures.
- Maintain effective communication within the department. Stay aware of issues relating to guest needs and general hotel operations.
- Attend meetings as scheduled. Apprise management of any concerns or suggestions.
- Adhere to safety, security and emergency procedures, react appropriately during emergency situations, and act promptly to correct hazards. Adhere to security procedures on the handling of guest room keys, the protection of guest related information and conduct weekly inventory of guest room keys.
- Understand and operate front office and telephone computer systems, and equipment such as calculator, fax machines, etc.
- Promptly complete registration process, input and retrieve information from computer, confirm pertinent information including number of guests, method of payment and length of stay, select guest room based upon guest needs/request, nonverbal confirmation of room number and rate, provide key folder containing guest room key, certificate and coupons as appropriate. Close out guest accounts at time of check out.
- Verify credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance assigned cash bank. Accept and record vouchers, traveler’s check and other forms of payment. Post charges to guest rooms and house accounts using the computer. Process payments per established procedures.
- Provide safety deposit boxes to guests in accordance with established hotel procedures.
- Promptly answer the telephone using positive, pleasant tone of voice and following the established verbiage. Input messages into the computer. Retrieve messages and communicate the content of messages to guests. Retrieve and send mail, small packages and faxes for guests.
- Listen to and promptly act to resolve guest problems and complaints. Authorize revenue allowances to remedy problems only after other alternative solutions have failed and appropriately document the solution/remedy. Apprise management of all guest complaints/problems, including those that have been resolved
- Stock the Market daily with all required products to maximize Market/Pantry sales.
- Maintain cleanliness of the Market/Pantry to company, property or brand standars.
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Inform the General Manager of any low inventory Market items.
- Conduct or assist in monthly inventory of the Market.
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Any other duties that are required at the direction of the supervisor.
Supervisory Responsibility
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. This position is very active and requires standing, walking, bending, kneeling, stooping and crouching. The position may require occasional lifting of products weighing up to 50 pounds.
Qualifications and/or Experience
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable persons with disabilities to perform the essential functions of this position.
- High School Diploma or equivalent required
- Prior experience required
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3 years’ experience in a similar position
- Prior experience in utilization and functionality of brand systems.
- Excellent interpersonal and organizational skills with a high degree of persuasiveness.
- Excellent telephone skills.
- Ability to handle multiple tasks with strict deadlines in a fast paced, dynamic work environment.
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Must type at least 30 wpm and have high proficiency in MSWord, MS Excel.
Competencies
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Excellent interpersonal communication skills.
- Must have analytical and problem-solving expertise.
- A strong business orientation, capable of and comfortable with operating in an environment, which places high expectation on integrity and relationship building skills.
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A ‘roll up the sleeves’ leader who is detail oriented with a strong work ethic.
- Someone who is creative yet has common sense and is practical in the real world.
- A good communicator, someone that will keep all parties informed in an organized, coherent manner.
- Must have basic knowledge of Microsoft Word, Excel, computers, and systems.
- Must have basic mathematical skills and basic calculator skills.
- Capability of building long-term relationships and being part of a rapidly growing business.
- Personal accountability and pride in results will be important for this position to possess.
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Must have the ability to effectively deal with guest or associates in a friendly and positive manner. This involves listening to the nature of concern, demonstrating empathy with the customer, vendor, or associate and providing positive and proactive solutions.
- Must be proficient with computer and computer-generated data.
Benefits
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401(k)
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Dental Insurance
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Disability Insurance
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Paid Time off
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Life Insurance
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Vision Insurance
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Employee Discount
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. Nothing in this job description restricts management’s right to assign or reassign duties, work hours and/or responsibilities for this job at any time.
