Summary - The front desk clerk offers guests the first taste of their experience. Front desk clerks must handle guest check-ins and check-outs, maintain an extensive knowledge of the hotel and its offerings, handle guest inquiries and issues, answer telephone calls and direct them as needed, and complete additional duties assigned on a regular basis. These individuals must offer a cordial personality and up-to-date knowledge of the hotel and its surroundings. They must also practice courteous hospitality. Candidates must offer availability on a part-time basis. Responsibilities to include:
- Promptly and effectively handle guest complaints and requests
- Post guest charges and compute guest bill, collect payment and make change for hotel guests following all cash handling procedures
- Develop a thorough knowledge of hotel staff, room locations, room rates, amenities, and selling strategies
- Take reservation requests efficiently
- Answer switchboard in accordance with standards of proper telephone etiquette
- Block rooms and handle special requests
- Monitor room availability
- Keep lobby and desk area clean and presentable
- Have a thorough knowledge of emergency and security procedures
- Offer and properly handle requests for wake up calls
- Know how to clean guest rooms to standards
- Open and close shift make cash drops
- Ensure all credit cards, cash, and change fund are balanced throughout each shift
- Inform management of any guest or systems related complaints or problems
- Keep maintenance informed of all maintenance needs.
- Pass on guest lost and found inquiries to management or supervisors
- Be able to move luggage or packages weighing up to 40lbs