Front Desk Clerk

Front Desk Clerk - Full Time

Hilton Garden Inn at OSU

Pay Rate: $15.00/hour

Full-Time Benefits Package

Benefits begin 30 days after hire and include:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Critical Illness & Accident Insurance
• Paid Time Off (PTO)
• Hotel Discounts

Position Summary

The Front Desk Clerk is responsible for providing exceptional guest service while efficiently managing front office operations. This position serves as the first point of contact for guests and plays a critical role in creating a positive guest experience through professionalism, communication, organization, and attention to detail.

The Front Desk Clerk supports the Front Office Supervisor and hotel leadership by ensuring smooth front desk operations, maintaining brand standards, and delivering excellent customer service.

Essential Job Responsibilities

• Greet guests in a professional and friendly manner while providing exceptional customer service.
• Process guest check-ins, check-outs, reservations, and payment transactions accurately and efficiently.
• Answer and direct incoming telephone calls professionally.
• Assist in maximizing hotel revenue through upselling and rate management based on occupancy, market conditions, and hotel standards.
• Coordinate daily arrivals, departures, and guest special requests.
• Follow all hotel cash handling and accounting procedures.
• Maintain a clean, organized, and professional front desk environment.
• Communicate daily operational updates and guest needs with appropriate departments.
• Proactively seek guest feedback and resolve concerns promptly to ensure guest satisfaction.
• Escalate guest concerns, emergencies, security concerns, or safety issues to management immediately.
• Maintain knowledge of emergency and crisis procedures to ensure the safety and well-being of guests and coworkers.
• Complete all required front desk operational duties including:
  • Shift reports
  • Cash drops
  • Call-arounds
  • Daily communication logs
  • Guest service follow-up
• Attend required meetings and training sessions.
• Maintain proper key control procedures.
• Work closely with the sales team to identify and maximize revenue opportunities.
• Maintain working knowledge of the hotel Property Management System (PMS).
• Be willing to work flexible schedules, including weekends, holidays, evenings, overnight shifts, and coverage for call-offs when needed.
• Remain on duty until properly relieved by the next scheduled shift when necessary.
• Submit a daily end-of-shift activity report to the Supervisor and copy the General Manager.
• Maintain professional appearance standards including required uniform and nametag.
• Follow all hotel, brand, and company policies and procedures.
• Demonstrate professionalism, teamwork, and accountability at all times.
• Maintain personal cleanliness and grooming standards.
• Perform additional duties and responsibilities as assigned.

Qualifications

Education & Experience

• Previous customer service experience preferred.
• Prior hotel front desk experience preferred but not required.

Skills & Abilities

• Strong interpersonal, communication, and customer service skills.
• Professional verbal and written communication abilities.
• Ability to multitask and remain organized in a fast-paced environment.
• Basic computer skills and ability to learn hotel systems and software.
• Ability to handle stressful or sensitive situations professionally and calmly.

Customer Service Expectations

Our guests are the foundation of our business. Every associate is expected to provide professional, courteous, and respectful service to guests and coworkers at all times.

Front Desk Clerks are expected to:

• Maintain professionalism during every guest interaction.
• Demonstrate strong problem-solving skills and service recovery techniques.
• Adapt to operational changes and business needs.
• Maintain excellent attendance, punctuality, and grooming standards.
• Demonstrate a willingness to learn new skills and improve performance continuously.
• Ask questions and seek support when clarification or assistance is needed.

Work Environment

This role requires frequent interaction with guests, coworkers, hotel leadership, and vendors in a fast-paced hospitality environment.

We look forward to welcoming you to the team at Hilton Garden Inn at OSU!