Front Desk

Job Title: Front Desk


Department: Front Desk

Status: Full Time

Classification: Non-Exempt

Reports To: Hotel General Manager


POSITION SUMMARY

The Front Desk Clerk will serve as ambassador to the hotel handling all check-in and check-outs, answering incoming calls while upholding Guest Service Standards. Key areas of a front desk hotel clerk include: greeting guests, managing check-ins and check-outs, handling reservations, answering guest inquiries, resolving issues that may arise during a guest's stay, processing payments, and proceeding excellent customer service by addressing concerns and complaints promptly.

ESSENTIAL RESPONSIBILITIES

• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain 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.
• Obtain assigned bank and ensure accuracy of contracted monies.
• Keep bank secure at all times.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Process all guest check-ins.
• Verify registration card information with the guest.
• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
• Handle overbooked or walked in guests.
• Accept and record wake-up call requests.
• Monitor, send and distribute guest faxes.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Resolve discrepancies on the room status report with Housekeeping.
• Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
• Process all check-outs.
• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
• Perform other duties as requested by management.

The above is not intended to be an all-inclusive list of essential functions for the job described, but rather a general description of some of the responsibilities necessary to carry out the duties of this position.

Q UALIFICATIONS

• Education & Experience: High school graduate or equivalent vocational training certificate.
• Compute basic arithmetic.
• Must have good understanding of the English language.
• Good communication skills both verbal and written.
• Provide excellent customer 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 Agent.