Front Desk Clerk - The Barfield

Position Summary This is a highly visible role that has a direct impact on creating the guest experience. The front office staff welcomes and accommodates guests, visitors, and staff in a warm and courteous manner. The employee oversees the guest registration and check‑out process, promotes hotel services and amenities, and provides helpful information. DEPARTMENT: Front Office REPORTS TO: Front Office Manager STATUS: Non‑Exempt Responsibilities Must have a true desire to satisfy the needs and desires of guests and others in a fast‑paced environment, performing all duties toward the goal of maximizing guest service. Greet all guests and visitors in a friendly, professional manner, providing proper eye contact and prompt attention. Be on alert for guests or visitors who may have questions or need aid and be ready to assist them at all times. Register guests with advance reservations efficiently and pleasantly, and greet visitors looking for accommodations, attempting to meet their needs. Set up accurate accounts for each guest checking in according to preferences (room type, payment, etc.). Accommodate room changes expediently. Maintain a high level of knowledge of the hotel, including rates, promotions, room types, layouts, services, amenities, restaurant offerings, hours of operation, and the hotel’s historical significance. Acquaint guests with city attractions, community events, and nearby areas of interest. Help resolve guest issues and respond to special requests; for service failures, listen empathetically, report promptly to Management, and implement an appropriate service recovery response. Settle guest accounts upon check‑out and process payment forms, following accounting procedures and cash handling policies accurately. Respond to all questions, whether from a guest, visitor, or coworker, in a courteous, pleasant manner, providing accurate, helpful information. Assume responsibility for proper key control and other security measures. Participate in safety/security training and maintain knowledge of all safety procedures, including life safety, emergency/fire evacuation, and other protocols. Work closely and cooperatively with front office and administration staff, including Valets, Bellman, Sales, and Accounting teams, exemplifying strong teamwork and professional respect. Communicate pertinent guest information to designated departments/personnel (special requests, amenity delivery). Properly handle lost and found items. Report accidents, injuries, and any unsafe conditions to Management and Maintenance. Report all maintenance issues affecting guest satisfaction. Report to work wearing the required uniform and meeting professional grooming standards. Maintain confidentiality of all guests and hotel information. Perform other duties as assigned. Actively participate in ongoing training. Knowledge, Skills And Abilities Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management, and colleagues, both in person and by telephone. Strong customer‑relations skills with a total commitment to guest satisfaction; a people‑person who thrives on public contact. Ability to handle guests who are angry or upset. Professional appearance and demeanor. Knowledge of computer keyboard and printer operation; ability to input information accurately and efficiently into computer systems. Previous cashier experience or basic accounting skills. Ability to work quickly and thoroughly under pressure. Knowledge of hotel facilities and features. Ability to attend to more than one task at a time. Ability to maintain excellent attendance and punctuality. Knowledge of the surrounding area and communities. Experience Customer service experience preferred. Physical Demands Must be able to stand for long periods of time. May include crowded office settings or close quarters. General office environment with limited physical activity. This job description is not an exclusive or exhaustive list of all job functions that a Front Office Clerk in this position may be asked to perform from time to time. #J-18808-Ljbffr