The Front Desk Clerk processes guests in and out of the hotel in a professional and efficient manner in order to maximize customer satisfaction.
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.Job Specifications:• Solid working knowledge of related company and brand policies, procedures, and services; general knowledge of other departments in the hotel. • Excellent interpersonal, written/verbal communication and telephone etiquette skills. • Intermediate proficiency with Front Desk computer systems • Excellent command of the English language; second language proficiency desirable. • Excellent time management skills and ability to multi-task and prioritize work• Excellent written and verbal communication skills• Exceptional problem solving skills• Ability to maintain customer focus• Excellent organizational and planning skills• Ability to work well in a team environment• Ability to follow corporate standards and procedures Experience and Education:• High School education or equivalent work experience.• 1+ years of experience as a Front Desk Clerk or other customer service position.• Minimum training required per year as assigned by the company• Any additional training required by managerWork Environment:• This job operates in a professional office environment.
This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. • For Full Time positions overtime may be required occasionally. • Work days and work hours may vary. • This position works indoors.
