Front Desk Clerk

Job Description

Job Description

We are currently recruiting for a Front Desk Agent to join our team!

Front Desk Agent / Guest Service ensure they complete all Front Desk responsibilities while being the key point of contact for all our guests and providing excellent customer service throughout the guest’s stay at the hotel. This includes providing exceptional service in a professional manner and assisting guests with all questions and concerns while maintaining safety and security of the hotel in a team environment.

RESPONSIBILITIES

• Serve as Concierge to guests and greet them in welcoming and professional manner, which includes becoming familiar with the property and providing necessary information regarding rooms and services.
• Perform guest check in and registration process, input and retrieve information from computer, review key details including number of guests, method of payment and length of stay, assign rooms and review hotel policies.
• Verify guests method of payment verify credit cards for authorization using acceptance methods.
• Follow cash-handling policies and procedures to post and file all charges to guest folios and balancing cash banks for shift.
• Perform guest check out by closing reservations and ensuring payments are posted and providing guest with gratitude for staying with us.
• Review and account for all new and existing reservations.
• Ensure front office and lobby are clean presentable to guests.
• Consistently adhere to uniform, grooming and appearance standards.
• Monitor and track issues relating to hotel operations and inform management of any issues/concerns.
• Follow safety and security procedures and react appropriately during emergency situations and notify management immediately.
• Respond to guest complaints in a timely and professional manner and notify management of all guest complaints/problems.
• Document all guest requests/concerns and communicate information to responsible personnel for proper handling.
• Promptly answer telephone to assist guests to provide information and book reservations..
• Engage with a variety of customers in a professional manner
• Flexible attitude to shifts – you may need to work nights, weekends and/or holidays.
• Assisting/Restocking Breakfast during Breakfast hours
• Perform other duties and responsibilities as assigned by management.

SPECIFIC JOB KNOWLEDGE / SKILLS

• Previous experience as a Front Desk Agent preferred
• Must have excellent communication and organizational skills
• Must have the ability to understand, read, write and speak English and communicate with guests and team members of other departments
• Must be familiar with a computer and be able to user internet browsers and send/receive emails.
• Must be familiar with operation of office equipment such as: copier, printer, fax machine, telephone etc.
• Must have the physical ability to walk, sit, and stand during scheduled shift
• Must be able to lift up to 40 lbs.
• Excellent problem-solving skills and ability to remain calm under pressure.

QUALIFICATIONS / PROFESSIONAL EXPERIENCE:

• High school education or equivalent is required.
• Preferred 1 year of work-related experience in hotels/hospitality industry
• Must be able to work in team environment