What are the responsibilities and job description for the Front Desk Clerk position at Certified Hospitality Management?
Job Summary:
The Hotel Front Desk Clerk is responsible for creating a positive first impression for guests by providing exceptional customer service and ensuring smooth check-in and check-out experiences. This role requires strong communication skills, attention to detail, and the ability to handle guest needs efficiently and professionally.
Key Responsibilities:
- Greet guests warmly upon arrival and provide a welcoming atmosphere
- Check guests in and out accurately using the hotel’s reservation system
- Verify reservations, assign rooms, and issue room keys
- Handle guest inquiries, requests, and complaints promptly and professionally
- Answer phone calls and respond to emails regarding reservations and general information
- Process payments, including cash, credit cards, and other forms of payment
- Maintain accurate guest records and update reservation details as needed
- Coordinate with housekeeping and maintenance to ensure room readiness and guest satisfaction
- Provide information about hotel services, amenities, and local attractions
- Manage reservations, cancellations, and room availability
- Ensure security procedures are followed, including monitoring guest access and reporting suspicious activity
- Balance cash drawers and prepare daily reports at the end of each shift
- Clean and maintain public areas, including lobby and public restrooms, to ensure a sanitary and presentable environment
- Assist with laundry duties such as washing, drying, folding, and organizing linens and towels as needed
Qualifications:
- High school diploma or equivalent required
- Previous hospitality or customer service experience preferred
- Strong interpersonal and communication skills
- Basic computer proficiency and familiarity with reservation systems (experience preferred)
- Ability to multitask and remain calm under pressure
- Flexible schedule, including evenings, weekends, and holidays
- Professional appearance and positive attitude
- Problem solving
Work Environment:
- Fast-paced hotel front desk setting
- Requires standing for extended periods
- Interaction with a diverse range of guests and staff