Front Desk Clerk-Crowne Plaza, Virginia Beach, VA

About the Role

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Handles telephone and in-person inquiries regarding reservations, hotel information, and guest concerns. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.

Responsibilities

• Greet and welcome guests upon arrival.
• Register guests into the computer, verifying reservation, address, and credit information.
• Promote “preferred” guest program and provide recognition and benefits to all current members.
• Accept payment for guests’ accounts both at the time of registration and at checkout.
• Maintain a house bank and make a deposit and accurate report of receipts daily.
• Cash checks and exchange currency for guests.
• Issue keys and control entrance of safety deposit boxes.
• Post miscellaneous charges as requested.
• Promptly respond to and resolve guest complaints.
• Answer telephone promptly and properly, being polite, courteous, and friendly.
• Take reservations, check-ins, and check-outs in a friendly, thorough, accurate, and efficient manner.
• Greet and seat all guests and ensure a quality dining experience.
• Greet every guest with a smile and positive attitude; ensure all guests are dealt with professionally and consistently.
• Diplomatically handle difficult situations and people.
• Provide a safe working environment by ensuring compliance with safety programs, Health Department requirements, and job safety analysis.
• Maintain and enforce sanitation laws and safety standards in the kitchen and restaurant area.
• Assist guests with luggage upon arrival and departure.
• Use guests’ names and be knowledgeable about the local area, hotel, and hotel services.
• Handle messages, wake-up calls, mail, and faxes properly.
• Assist guests with laundry/dry cleaning needs.
• Be aware of incoming VIPs.
• Follow all applicable Company Standard Operating Procedures.
• Perform other assignments as directed by the General Manager.
• Be an enthusiastic, helpful, and positive member of the team.
• Be professional, responsible, and mature in conduct and behavior.
• Be understanding, encouraging, and friendly with all co-workers.
• Be self-motivated and use time wisely.
• Maintain open communication with each department.
• Communicate pertinent information and respond positively to new ideas.
• Openly accept critical/developmental feedback.
• Maintain effective communication through meetings, log books, and bulletins.
• Be available to help other departments in emergency situations.
• Adhere to all work rules, procedures, and policies established by the company.
• Properly handle and account for keys.
• Be knowledgeable of policies regarding emergency procedures and security concerns.
• Aggressively seek and react to opportunities to sell rooms, including re-rents and last rooms available.
• Have complete knowledge of hotel rooms, function space, restaurant, other outlets, and services; regularly restock and sell pantry items.
• Increase revenues by offering customers upgraded rooms and promoting hotel amenities and outlets.
• Have full understanding of franchise honors program.
• Ensure all customers establish credit upon check-in.
• Improve timeliness of cash flow by adhering to all established credit and inventory control procedures.
• Verify all information on reservations at check-in: name, address, method of payment, etc.
• Retrieve proper name and address verification and approval codes for cash and credit card paying customers.
• Identify and record special billing instructions and notify accounting.
• Complete shift closing accurately by obtaining appropriate approval signatures and authorization codes.
• Adhere to hotel policies regarding the use of cash banks.
• Stay current with developments in the hotel by reviewing the communication log book each shift; update log book for the next shift.
• Report potential sales contacts to the sales department.
• Protect guests’ room numbers.

Requirements

• High School diploma, secondary qualification, or equivalent.
• Experience with Marriott, Hilton, IHG, Wyndham, or Hyatt processes and standards.
• Ability to speak, read, write, and understand the primary language(s) used in the workplace.
• Good communication skills, both verbal and written.
• Basic computational ability and computer skills.
• Extensive knowledge of the hotel, its services, and facilities.
• General knowledge of the city where the hotel is located and its attractions.
• Ability to stand and exert well-paced mobility for up to 4 hours.
• Ability to reach other departments of the hotel on a timely basis.
• Ability to lift up to 20 lbs occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, hearing, and visual acuity.
• Talking and hearing occur continuously when communicating with guests, supervisors, and subordinates.
• Visual functions include near vision and depth perception; ability to spend extended lengths of time viewing a computer screen.
• Manual dexterity to use and operate all necessary equipment; finger dexterity to operate office equipment.
• Passion for people and service.
• Strong communication skills when interacting with guests and employees.
• Basic math skills for handling cash or credit.
• Problem-solving, reasoning, motivating, and training abilities.
• Ability to work a flexible schedule including nights, weekends, and/or holidays.

Benefits

• Pay rate: $17.00 per hour
• Same-day pay available
• Employee Assistance Program
• Career growth opportunities and manager training program
• Reduced room rates throughout the portfolio
• Third-party perks (movie tickets, attractions, etc.)
• Employee discount
• Flexible schedule
• Parental leave
• Referral program