Front Desk Associate

Front Desk Clerk

REPORTS TO: Assistant General Manager FLSA STATUS: Non-Exempt, Hourly

POSITION SUMMARY

Accommodate hotel guests by registering and assigning rooms to guests, issuing room keys or cards, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming reservations, addressing guest requests and complaints, and presenting statements to and collecting payments from departing guests.

RESPONSIBILITIES

1. Greet, register, and assign rooms to guests.
2. Contact housekeeping or maintenance staff when guests report problems.
3. Issue room keys and direct guests to their rooms.
4. Make and confirm reservations.
5. Verify customers' credit, and establish how the customer will pay for the accommodation.
6. Keep records of room availability and guests' accounts.
7. Post charges, such as those for rooms, food, liquor, or telephone calls, to ledgers, manually or by using computers.
8. Review accounts and charges with guests during the check out process.
9. Record guest comments or complaints, referring customers to managers as necessary.
10. Compute bills, collect payments, and make change for guests.
11. Transmit and receive messages, using telephones or telephone switchboards.
12. Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment.
13. Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
14. Perform bookkeeping activities, such as balancing accounts and conducting nightly audits.
15. Clean and maintain lobby and common areas, such as restocking supplies and watering plants.
16. Date-stamp, sort, and rack incoming mail and messages.
17. Arrange tours, taxis, or restaurant reservations for customers.
18. Deposit guests' valuables in hotel safes or safe-deposit boxes.

EDUCATION AND BACKGROUND REQUIREMENTS

High school diploma required

Previous customer service experience preferred

QUALIFICATIONS REQUIRED

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SKILLS REQUIRED

Excellent oral and written communication skills.

Proficient with Microsoft Office Suite and hospitality industry software.

Ability to solve problems and think critically.

Ability to convey information effectively.

Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

WORKING CONDITIONS

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


This position requires walking primarily on a hard, level surface throughout the workday. The employee is frequently required to stand, walk, stoop, kneel, crouch or crawl. Reaching above shoulder heights, below the waist or lifting as required. Occasionally lifts up to 25 pounds.

Environmental Conditions:

This job operates in a hotel environment.


Sensory Demands:

The noise level is low to moderate in the building. There will be frequent interruptions from guests and phone calls.


Mental Demands:

There are a number of daily deadlines associated with this position, which may cause stress to some individuals. The position must also deal with a wide variety of people and may encounter conflict.

WORK EXPECTATIONS

Regularly scheduled up to 40 hours per week, but overtime and weekend hours could be required at times.