Front Desk Clerk

Operate the functional areas of guest registration and guest service to ensure guest satisfaction and maximum hotel profitability.  Accurately balances all hotel income and expenses for 24 hour hotel operating period.
 

-       Dayforce Wallet – No need to wait 2 weeks for your pay. On demand access to your earned pay!

-       Competitive wages

-       Associate discount rates with hotels around the world 

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Essential Functions

• Arrives at work in a timely fashion and in accordance with the posted schedule.

• Abides by established uniform guidelines.

• Practices efficient and effective procedures.

• Reads and understands English to comply with function directions.

• Works as a member of the overall hotel team to ensure that each guest has an experience that exceeds their expectations.

• Maintains a “can do” and “guest first” attitude at all times.

• Reports any maintenance repairs to maintenance staff; records repair information in maintenance log, and follows up to ensure the work has been completed.

• Organize, confirm, process, and conduct all guest check-ins/check-outs, reservations, requests, changes, and cancellations.

• Activate and provide room keys.

• Addresses guest requests complaints regarding service or equipment; relay as necessary.  Provide appropriate compensation if necessary.

• Supply guests with area recommendations and directions as well as property amenities, services, hours of operation.

• Resolves complaints to the satisfaction of the guest.

• Assures requests are made in a timely manner.

• Knowledgeable on PMS as it pertains to functions of the front office.

• Maintains personal contact with customers (both internal and external) including daily interactions with guests.

• Prepares and presents packages according to guest reservations, notifies Front Desk Supervisor when inventory is low.

• Coordinates with housekeeping supervisor daily to ensure guests special requests are met.

• Provides wake up calls to guest rooms.

• Completes information on guest folios.

• Maintains proper credit card records.

• Provides completed folios via paper or email.

• Runs and review daily reports/logs; addresses any unresolved issues from previous shifts/days

• Works to meet or exceed benchmarked scores as it pertains to the front office.

• Properly stocks market items and notifies Front Desk Supervisor when inventory is low.

• Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, security of monies, guest security, and emergency procedures as established.  Counts banks at beginning and end of shift; records accordingly.

• Takes control of lost and found as appropriate.

• Balances all room revenue and room expenses.

• Balances all room and tax charges.

• Completes designated cashier closing reports.

• Provides a shift report to the next shift.  Sends shift report.

• All other duties assigned.

Competency

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving – Identifies and resolves problems in a timely manner; Develops alternative solutions; Uses reason even when dealing with emotional topics

• Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance

• Interpersonal – Maintains confidentiality

• Oral Communication – Responds well to questions

• Team Work – Contributes to building a positive team spirit

• Written Communication – Writes clearly and informatively; Able to read and interpret written information

• Diversity – Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment

• Organizational Support – Follows policies and procedures for including, but not limited to, dress code policies, cell phone, and social media

• Adaptability – Adapts to change in the work environment; Manages competing demands; Able to deal with frequent changes, delays, or unexpected events

• Attendance/Punctuality – Is consistently at work and on time

• Dependability – Respond to management direction; Completes tasks on time or notifies appropriate person with an alternate plan

• Initiative – Asks for and offers help when needed

• Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently

• Professionalism – Treats others with respect and consideration regardless of their status or position

• Quality – Demonstrates accuracy and thoroughness; Applies to feedback to improve performance; Monitors own work to ensure quality

• Quantity – Meets productivity standards; Completes work in a timely manner

• Safety and Security – Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly