Front Desk Clerk

Job Description

Job Description

Front Desk Clerk
Front Desk Clerks serve as the primary contact to guests and are responsible for welcoming and registering hotel guests, explaining accommodations and taking payments. Check guests out and explains billing at the end of their stay if needed. Responds to a wide variety of guest requests by 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. Frequently check emails from the guests and accommodate them as needed with their requests. Duties of this job may be changed at management’s discretion.

Duties include:

• Check in guests in an efficient and friendly manner. Assure that the guest is assigned type of room requested and that the correct rate is charged and issue guest keys

• Check out guests at end of stay. Establish guest satisfaction, collects keys, posts any late charges and present bill to guests (if needed). Accurately settle the bill

• Be able to reply to guest reviews on booking.com and expedia via mobile apps and online website via email

• Handle any incoming guest phone reservations

• Answer inquiries pertaining to hotel services; give any entertainment suggestions and travel directions

• Handle all guest complaints or problems to exceed the guest expectations

• Handle all guest service requests, and make changes as necessary

• Direct all calls to guests rooms to proper extensions and take and deliver phone messages

• Keep a records of room availability and guest’s accounts into the room ledger, and room log.

• Be able to operates front desk software (SyniXis PM System)

• Count and maintain a balanced cash drawer after the end of every shift.

• Maintain and take responsibility for all cash and credit card transactions during each shift

• Complete any necessary accounts receivable and direct billing tasks

• Follows brand standards when processing guests’ stays based on SyniXis PM system

• Welcome guests and respond to requests in a professional manner

• Check the working condition of equipment and report to supervisor all unsafe or malfunctioning equipment

• Uses suggested selling techniques to sell rooms and to promote other services of the hotel

• Coordinates room status updates with housekeeping department

• Knows how to use office equipment

• Knows all safety and emergency procedures

• Maintains awareness of all rates

• Communicate with the previous and following shifts

• 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

• Flexible with schedule and assignments

• Maintain effective performance under pressure

• Help guests with whatever they may need (fix TV, fix A/C, help guest connect to WIFI)

• If your on the 3rd shift (Night Shift) you are require to set up the breakfast for the guests, and if your on the 1st shift you have to maintain breakfast and fill up anything that goes empty

• Perform any other duties requested by supervisor

Requirements:

• 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