Hotel Front Desk Clerk

POSITION SUMMARY

The employee in this position is responsible for providing superior service to both internal and external guests. He or she is responsible for timely check-ins and check-outs. They maintain constant awareness of hotel occupancy. Answers telephones in a courteous, informative, and timely manner. Assists guest with coat check and luggage needs. Must maintain a fun and friendly attitude with employees and guests and ensure that areas are clean and safe for guests and employees.

JOB DUTIES AND RESPONSIBILITIES

The following statements are intended as general examples of the duties of this position and are not all-inclusive. 

• Has the ability to work effectively and courteously with fellow employees.                                   

• Has the resiliency to deal with difficult guests in all types of business conditions and answers customer questions in a courteous and professional manner.

• Responsible for accepting and confirming reservations. Registering all guests in and out of the hotel while ensuring that all proper credit and pertinent information is obtained. Maintains confidentiality and safeguards data.

• Responsible for various cash transactions, accurately counting and recording assigned funds and making change while following proper cash handling practices.

• Assure the safety and security of guests and employees.

• Assists guests with luggage as needed.  Receive, stores and issues luggage as needed.

• Ability to work alone and perform assigned duties under frequent time pressures.

• Has a thorough knowledge of all special events and promotional activities.  Assists guests with all reasonable requests.

• Completes all company required training within designated time frames. 

• Audits all accounts to ensure that they are in balance. (night audit only)

• Prepare final reports of all accounts. Prepare daily report. Post room and tax revenues. Close day and roll date. (night audit only)

• Knowledge of the principals of auditing, balancing and closing of accounts. (night audit only)

• Act in ways that will surprise and delight our guests.      Leave guests with positive feelings about our property and establish/maintain relationships with them.  Approach each situation with a “yes we can” attitude, every guest every time.

• Other duties as assigned.

 

WORKING CONDITIONS/ESSENTIAL FUNCTIONS

• Office area and front desk computer that may be located in a high rise hotel or atrium. 

• Exposed to noise, varied temperatures, dust, fumes, and smoke. Use of elevator and stairs. 

• Operate switchboard with multi lines, reservation computer system (CMS, LMS, EMM), Micros terminal and telephone. Credit card machine and office equipment. Facsimile machine and radios. Safety deposit boxes and electronic lock system.

• Must be able to effectively use a keyboard and monitor for extended periods of time.

• Standing  90%, Walking 10%

• Must be able to lift up to 30 lbs. (luggage)

• Must be able to push/pull up to 75 lbs. (luggage cart)

• Ability to be at work on time, as scheduled on a regular basis which may include nights, weekends and holidays

• Comply with our drug & alcohol free workplace. Subject to post offer, for cause and post-accident drug tests.

JOB QUALIFICATIONS

• A High School Diploma or GED equivalent is preferred. 

• Ability to read, write and understand simple instructions. 

• Good oral communications skills and the ability to use basic math skills on a daily basis. 

• Ability to work a computer, switchboard and facsimile machine. 

• Ability to work under frequent time pressure in an interruptive environment.