The Front Desk Clerk processes guests in and out of the hotel in a professional and efficient manner in order to maximize customer satisfaction.

Essential Functions:

• Complete Front Desk activities related to guest check-ins and check-outs in accordance with established policies and procedures; accurately conduct all cash handling and credit card processing activities. 

• Respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution; accommodate guest requests when possible within policies/procedures. 

• Pre-register, block reservations and take same-day reservations following hotel rate structures, discounts, and sell strategies; cancel reservations according to procedures. 

• Accurately complete any logs/reports as specified by management. 

• Arrange for alternative lodging for guests (walk the guests) when necessary and in accordance with established procedures. 

• Other duties as assigned.

Job Specifications:

• Solid working knowledge of related company and brand policies, procedures, and services; general knowledge of other departments in the hotel. 

• Excellent interpersonal, written/verbal communication and telephone etiquette skills. 

• Intermediate proficiency with Front Desk computer systems 

• Excellent command of the English language; second language proficiency desirable. 

• Excellent time management skills and ability to multi-task and prioritize work

• Excellent written and verbal communication skills

• Exceptional problem solving skills

• Ability to maintain customer focus

• Excellent organizational and planning skills

• Ability to work well in a team environment

• Ability to follow corporate standards and procedures 

Experience and Education:

• High School education or equivalent work experience.

• 1 years of experience as a Front Desk Clerk or other customer service position.

• Minimum training required per year as assigned by the company

• Any additional training required by manager

Work Environment:

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. 

• This is a full-time position. Overtime may be required occasionally.

• Work days and work hours may vary. 

• This position works indoors.