Front Desk Clerk

Position Description:

The Front Desk Clerk is responsible for providing exceptional guest service by greeting guests, managing check-ins and check-outs, handling reservations, and responding to guest inquiries. This role serves as the primary point of contact for guests and plays a critical role in creating a positive and welcoming experience throughout their stay.

Key Responsibilities

• Greet guests in a professional, friendly, and courteous manner.
• Perform guest check-in and check-out procedures accurately and efficiently.
• Process reservations, cancellations, room changes, and extensions.
• Verify guest information, payment methods, and identification.
• Answer telephone calls, emails, and guest inquiries promptly and professionally.
• Provide information about hotel services, amenities, local attractions, and directions.
• Handle guest requests, concerns, and complaints, escalating issues when necessary.
• Maintain accurate guest records using the property management system (PMS).
• Process payments, post charges, and balance cash transactions according to company procedures.
• Coordinate with Housekeeping, Maintenance, and other departments to ensure guest satisfaction.
• Maintain the cleanliness and organization of the front desk and lobby area.
• Follow all company policies, procedures, and guest service standards.
• Assist with additional front office duties as assigned.

Equal Employment Opportunity Statement

We are an Equal Employment Opportunity employer and consider all qualified applicants without regard to any legally protected status.

Requirements

• High school diploma or equivalent required.
• Previous customer service, hospitality, or front desk experience preferred.
• Strong communication and interpersonal skills.
• Basic computer proficiency and experience with reservation or property management systems preferred.
• Ability to multitask and remain organized in a fast-paced environment.
• Professional appearance and demeanor.
• Flexible availability, including evenings, weekends, holidays, and overnight shifts if required

Schedule

Flexible schedule required. Must be available to work weekends, holidays, mornings, evenings, and overtime as needed based on hotel occupancy, staffing needs, and business levels.