Front Desk Clerk

Job Essentials

• Assist guests with arrival and departure from hotel, while providing positive guests experiences.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate in accordance to established guidelines.
• Collaborate with other hotel departments to provide an exceptional experience to each guest.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Provide information about the hotel and local area, and offering our full range of upscale hotel amenities and services.
• Maintain confidentiality of all guests and hotel information.
• Exhibit attention to detail in order to ensure security of guest room access.
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation.
• Handle cash and credit card transactions, process guest accounts upon checkout in an efficient and accurate manner.
• Manage guest requests, inquiries, and complaints promptly and completely.
• Ensure follow up with guests are performed in a timely manner to maintain a high level of guest satisfaction and quality service.
• In the event of dissatisfaction, negotiate compromise in accordance to the “Make it Right” established guidelines.
• Generate, print and distribute daily and weekly reports.
• Resolve discrepancies on the room status report with Housekeeping.

Other

• Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions.
• Promptly answer the telephone using positive and clear communication.
• Input messages into the computer.
• Retrieve messages and communicate the content to the guest.
• Retrieve mail, small packages and facsimiles for customers as requested.

Physical Demands

• Some lifting may be required.
• This position may require 75%+ or more of time on their feet.