FRONT DESK AGENT/CLERK

Front Desk Agents/Clerks are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay.

Primary responsibilities include: registering guests, making and modifying reservations, hotel operator, and concierge duties.

Front Desk Agents/Clerks must possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.

Front Desk Agents/Clerks must have the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.

Responsibilities and Duties:

• Be punctual and organized
• Look and conduct yourself professionally at all times
• Become familiar with all of the facilities and services offered
• Become knowledgeable with our room types and the special rates offered to different companies
• To become familiar with operating the fax machine, photocopier, switchboard, security systems and computer system
• Each shift must alert themselves to arrivals/departures
• Register guests and assigns rooms. Accommodates special requests whenever possible.
• Be informative to guest's questions/queries. Handle them professionally and courteously
• Establish a good working relationship with the guest and other personnel
• Become familiar with our regular guests and companies
• Always work within hotels rules and standards
• Cooperate and be considerate with all staff
• Keep front desk area clean, tidy and clutter free. Making sure items are returned to proper places
• File all material in the proper place
• Keep front desk stocked with supplies - forms, pens, paper etc
• Read log book at the beginning of each shift and follow any instructions
• Ensure all keys are signed out/in
• Check out/in guests ensuring all information is entered correctly
• Group arrivals - block rooms and organize for smooth check - ins
• Handle switchboard, making sure all calls are transferred correctly and take messages when requested
• Keep housekeeping informed of late check outs, blocked rooms and any other information requiring their attention
• Keeps maintenance informed of things requiring their attention
• Extend guests who need to be, as direct billing or credit card payment
• Collect payment for cash paying
• Take reservations - getting as much information from the guest as required, input into the computer making sure it is accurate, paying close attention to rates and company codes
• Running daily credit card transactions through a settlement process
• Recording daily room occupancy and rate totals
• Recording revenue totals for cash, checks, and credit card transactions
• Generating automated accounting reports for the manager's review
• Handling 3rd party reservations and ensuring proper processing
• Settling Corporate Accounts and sending reports to those entities for billing purposes
• Running the computer back-up systems
• Ensuring proper video monitoring for surveillance and processing
• Any other tasks assigned by Management Team
• Must be available to work all shift times including days, nights, weekends, holidays
• Must be aware of daily activities and meetings taking place in the hotel.
• Attends department meetings.
• Knows all safety and emergency procedures, and is aware of accident prevention policies.
• Maintains the cleanliness and neatness of the front desk area.

Minimum Qualifications

Education: High School diploma or equivalent

Experience: Preferred but not required

Special Physical Requirements of the Job/Working Conditions: Stand for long periods of time, use of hands or fingers, reach with hands and arms, talk and listen.

Required to work flexible schedule based on the needs of the business

Special Skills:

• Proficient in Microsoft Office Skills including Word, Excel and other programs
• Ability to handle multiple tasks at one time
• Good communication skills including verbal and written
• Positive and effective customer skills

Hampton Inn & Suites Miami is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, age, national origin, ancestry, citizenship, disability or veteran status.

Job Types: Full-time, Part-time

Benefits:

• Employee discount

Schedule:

• Holidays
• Monday to Friday
• Weekends as needed

Work setting:

• In-person

Work Location: In person