Front Desk Clerk

Summary:

The Front Desk Clerk is the first point of contact for guests visiting our hotel. They are responsible for processing guests in and out of the hotel in a professional and efficient manner to maximize customer satisfaction. This includes greeting guests, checking them in/out, and providing them with information about hotel services and amenities.

 

Essential Functions:

Complete Front Desk activities related to guest check-ins and check-outs in accordance with established policies and procedures; accurately conduct all cash handling and credit card processing activities.

Respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution; accommodate guest requests, when possible, within policies/procedures.

Pre-register, block reservations and take same-day reservations following hotel rate structures, discounts, and sell strategies; cancel reservations according to procedures.

Accurately complete any logs/reports as specified by management.

Arrange for alternative lodging for guests (walk the guests) when necessary and in accordance with established procedures.

Other duties as assigned by management.

 

Skills:

Excellent problem-solving, interpersonal, written/verbal communication and telephone etiquette skills.

Excellent command of the English language; second language proficiency desirable.

Excellent time management skills and ability to multi-task and prioritize work.

Strong customer service skills with a friendly and approachable demeanor.

Ability to work well independently and in a team environment.

 

Competencies:

Approachability - Is easy to approach and talk to; spends the extra effort to put others at ease; can be warm, pleasant, and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; is an early "knower", getting informal and incomplete information in time to do something about it.

Communication Skills - Is able to communicate clearly and succinctly in a variety of communication settings, styles and methods; can get messages across that have the desired effect.

Dependability - The extent to which the employee can be depended upon to be available for work, do it properly, and complete it on time with minimal supervision. The degree to which the employee is reliable, trustworthy, and persistent.

Guest Relations - Communicates with guests in a professional and courteous manner. Puts their needs and wants first.

Work Quality - Is dedicated to providing the highest quality products and services which meet the needs and requirements of internal and external customers; is committed to continuous improvement through empowerment and management by data; is willing to re-engineer processes from scratch; is open to suggestions and experimentation; facilitates a learning environment leading to the most efficient and effective work processes.

 

Education and Experience:

High School diploma or equivalent.

Previous experience in a hotel environment preferred but not required.

 All positions must also complete any additional training required by manager or as assigned by the Brand or Moody.

 

Physical Demands & Work Environment:

This job operates indoors in a hotel environment.

Ability to frequently stand, bend, kneel, walk and reach with hands and arms.

Ability to occasionally lift products and supplies, up to 25 pounds.