Hotel Front Desk Clerk

Job Duties

• Anticipates guests' needs, responds promptly and acknowledges all guests, however busy and whatever time of day.
• Maintains positive guest relations at all times.
• Resolves guest complaints, ensuring guest satisfaction.
• Maintains complete knowledge at all times of:
• a) all hotel features/services, hours of operation.
• b) all room rates, special packages and promotions.
• c) daily house count and expected arrivals/departures.
• d) scheduled daily group activities.

• Obtains assigned bank and ensures accuracy of contracted monies.
• Keeps bank secure at all times.
• Answers department telephone, using correct greeting and telephone etiquette.
• Processes all guest check-ins.
• Verifies registration card information with the guest.
• Obtains back-up information for guest credit/payment method and inputs into system; collects cash when designated.
• Directs Bell Person to escort guest and transport their luggage to the room.
• Handles overbooked or "walked" guests.
• Accepts and records wake-up call requests.
• Monitors, sends and distributes guest faxes.
• Communicates pertinent guest information to designated departments (i.e., special requests, amenity delivery).
• Resolves discrepancies on the room status report with Housekeeping.
• Matches the bucket check to in-house guest ledger report; reports discrepancies to supervisor/manager.
• Processes all check-outs.
• Processes adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
• Processes Players Club applications and issues Players Cards to interested guests.

Qualifications

• High school graduate or equivalent vocational training certificate.
• Good communication skills both verbal and written.
• Ability to compute basic arithmetic.
• Provide excellent guest service and maintain a professional demeanor.
• Ability to input and access information in the property management system/computers/point of sales system.
• Some college or training in hospitality industry.
• Previous experience as Front Desk Clerk.
• Must be able to work various shifts, weekends, holidays and flexible hours.
• Must be able to withstand prolonged standing.