Front Desk Clerk

Job Description

Title: Front Desk Team Member

Division: Hotel Operations

Supervised by: AGM or Front Desk Lead

Department: Front Desk

Supervises: N/A

FLSA Status: Non-exempt

Job Summary

The Front Desk Team Member ensures that hotel guests receive hospitable and responsive service at check-in, during the stay, and upon departure, ensuring guest satisfaction and loyalty. The Team Member handles financial transactions accurately and maintains required systems and records.

Essential Functions, Duties, Responsibilities to be performed with or without accommodation

· Executes guest reservation, check-in, check-out, payment and service procedures as outlined in brand training materials and in compliance with brand quality assurance standards

· Is proficient in administration of applicable property management system

· Ensures guests' requests are met to the extent possible within the hotel’s operating framework. Ensures guest complaints within Team Member’s control are promptly addressed

· Complies with uniform, identification, dress and grooming standards

· Maintains a friendly and hospitable attitude with guests and coworkers

· Maintains presence at desk during all hours of operation and communicates effectively with individuals inside and outside the facility

· Acquires and maintains knowledge of local attractions and amenities in order to provide service to guests needing such information

· Ensures front desk and office (including files) are maintained in clean and organized manner

· Ensures collections, including credit card and direct bill, are executed in accordance with Company policies

· Ensures reservations are accepted according to Company and brand policies

· Quotes daily rates properly and issues credits in accordance with Company philosophy, using good judgment

· Maintains proper control over keys, safe deposits, and all Company and guest property and confidential information

· Ensures rates are optimized by monitoring competitor occupancy and rates.

· Ensures that occupancy is maximized

· Ensures that all required documentation (daily reports, checklists, etc.) are completed in a timely manner

· Responds quickly and appropriately to emergency situations

Skill, Experience, and Competency Requirements

· Experience in accurate cash handling and credit cards

· Experience in maintaining security of confidential information, including guest registration and credit card information

· Ability to pass certification tests required to meet brand standards

· Experience working with a computer, including data entry

· Ability to work well with others

· Customer Focus, including experience in anticipating guest needs and responding pleasantly and professionally in a variety of settings and situations

· Listening skills to ensure accurate understanding of guest wishes

· Composure to work effectively under pressure and to address and resolve guest problems or concerns

· Approachability to encourage effective communication with guests and fellow team members

Physical and Mental Requirements

· Ability to stand for long periods of time

· Ability to lift up to 35 pounds

· Ability to communicate with guests and other team members, including reading, writing and speaking, in person and by telephone

· Ability to enter information into computer systems using keyboard

Additional Requirements

Schedule with varying days and hours of work

Other duties as assigned by supervision

Job Types: Full-time, Part-time

Pay: From $10.25 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Night shift
• Weekend availability

Supplemental Pay:

• Signing bonus

Experience:

• Hotel experience: 1 year (Preferred)

Work Location:

• One location

Work Remotely:

• No

Work Location: One location