Front Desk Clerk

Overview

Front Desk Clerks serves as the primary liaison to guests and are responsible for welcoming and registering hotel guests, explaining accommodations and taking payments. Checks guests out and explains billing. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with brand standards and company policies.

Duties include:

• Check in guests in an efficient and friendly manner; ensure the guest is assigned the type of room requested, the correct rate is charged, and keys are issued.
• Follow brand standards for checking in elite members.
• Check out guests at the end of their stay; assess guest satisfaction, collect keys, post any late charges, present and accurately settle the bill.
• Handle incoming guest phone reservations.
• Answer inquiries pertaining to hotel services; provide entertainment suggestions and travel directions.
• Handle all guest complaints or problems to exceed guest expectations.
• Handle all guest service requests and make changes as necessary.
• Serve as hotel phone operator, direct calls to proper extensions, and take and deliver phone messages.
• Keep records of room availability and guest accounts; operate front desk software.
• Maintain a balanced cash/billing drawer and take responsibility for all cash and credit card transactions during working hours.
• Complete any necessary accounts receivable and direct billing tasks.
• Follow brand standards when processing guests’ stays based on brand point system.
• Welcome guests and respond to requests in a prompt and professional manner.
• Check the working condition of equipment and report unsafe or malfunctioning equipment to supervisor.
• Use suggested selling techniques to sell rooms and promote other hotel services.
• Coordinate room status updates with the housekeeping department.
• Know how to use office equipment.
• Know all safety and emergency procedures.
• Maintain awareness of all rates.
• Communicate with the previous and following shifts.
• Print arrival lists from third-party sites (e.g., , Expedia) and ensure all reservations are on Opera.
• Ensure compliance with energy conservation and job safety requirements.
• Proactively maintain assigned areas and equipment.
• Ensure efficient completion of daily assignments in a timely manner.
• Report all safety concerns to management.
• Attend and participate in all mandatory trainings and meetings.
• Be flexible with schedule and assignments.
• Maintain effective performance under pressure.
• May perform similar duties as requested by supervisor.

• Excellent customer service skills
• Ability to work independently and with others
• Good communication skills
• Ability to give and follow verbal and written instructions
• Attention to detail
• Ability to multi-task
• Displays good initiative