Hotel Front Desk Clerk

Job description:

Welcome hotel guests with courtesy and efficiency during check-in and check-out, processing all payments by the hotel's established procedures. Assist all guests and visitors by providing information and support. Ensure prompt, courteous, and efficient handling of all requests related to guestroom reservations, changes, cancellations, and information.

Report to: Assistant Front Desk Manager

Your job involves working at the front desk, in guest rooms, and throughout all public areas. You will be required to work in varying temperature conditions, which may include extreme heat or cold. Additionally, you will encounter varying noise levels and may work in both indoor and outdoor settings. You may also be exposed to fumes, odors, dust, mite hazards, and chemicals.

• High School graduate or equivalent
• Compute basic arithmetic
• Fluency in English, both verbally and non-verbally
• Provide legible communication and directions
• Ability to perform job functions with attention to detail, speed, and accuracy
• Ability to prioritize and organize
• Ability to be a clear thinker, remain calm, and resolve problems using good judgment
• Ability to follow directions thoroughly
• Ability to understand guests’ service needs
• Ability to work cohesively with co-workers as part of a team
• Ability to work with minimal supervision
• Ability to maintain confidentiality of guest information and pertinent hotel data
• Ability to input and access information in the Choice Advantage PMS
• Previous experience as a Front Desk Agent in a hospitality setting
• Previous cashiering experience
• Ability to suggestively sell rooms to the right customer at the right time
• Exert physical effort in transporting the front desk items up to 25 pounds
• Endure various physical movements throughout the work areas
• Remain in a stationary position for minutes to hours throughout the work shift
• Satisfactorily communicate with hotel guests, management, and co-workers

The Front Desk Representative is responsible for checking guests in and out of the hotel courteously and efficiently, ensuring that all processes are completed in a timely fashion. You must accurately process all payments and be welcoming while promptly addressing guests' requests.

Ø Maintain a comprehensive understanding of and comply with all Front Desk policies, service protocols, and Quality brand standards

Ø Anticipate guests' needs, respond promptly, and acknowledge all guests, regardless of the time of day or level of activity

Ø Always maintain positive guest relations

Ø Resolve guest complaints to ensure satisfaction

Ø Have complete knowledge of all hotel features/services, their hours of operation, room types, room numbers, room layouts, room locations, room rates, specials, daily house count, expected arrivals/departures, and room availability status

Ø Always secure the cash drawer safely and accurately

Ø Daily read and record entries in the binder and shift notes, communicating any relevant information to the following associate on their arrival

Ø Process adjustments and credits as necessary. Ask management if you are unsure how.

Ø Ensure ancillary charges have been posted correctly

Ø Perform thorough In-House checks daily

Ø Perform the AM/PM/NA checklist to verify that all tasks have been completed.

Ø Restocking front desk supplies

Ø Ask the Manager for daily assignments and follow up as required.

Ø Always maintain a clean and sanitary front desk area

Ø Answer the telephone within three rings, using the correct greeting and adhering to telephone etiquette. Never leave the PBX in Night 2 Service mode.

Ø Process all reservation requests, changes, and cancellations under each rate code policy

Ø Obtain the name, phone number, email, and CP membership number to book reservations

Ø Explaining the 24H CXL policy to callers and reconfirming reservation details with a caller

Ø Collect advance deposits and, if applicable, set up routing correctly

Ø Follow the group rooming list during check-in

Ø Promote positive guest relations with all guests approaching the Front Desk

Ø Verify reservation details with guests at check-in. Ask # of persons and charge if appropriate.

Ø Ensure that credit cards are inserted into the credit card terminal and collect cash at check-in. A credit card for incidentals is still required if paying cash.

Ø Inform guests of any messages, mail, or faxes received on their behalf

Ø At check-in, communicate hotel amenities and the housekeeping service schedule

Ø Check Choice Advantage PMS throughout the shift to monitor any Elite arrivals

Ø Ensure that hotel guest requests are met unless they are unavailable; kindly explain to guests if this is the case

Ø In the event of overbooking, please get in touch with a manager immediately to take the necessary actions

Ø If a guest is unhappy with the room assigned at check-in, accommodate their request for a room change. Notify housekeeping (if on duty) to inspect the previous room after the guest has moved to the new room, and have them report back to the front desk.

Ø Document all complaints and maintenance issues

Ø Dealing with angry or complaining guests can be challenging; however, most of the time, they want to be heard. Listen to their concerns. If they request to speak with a supervisor, take their name and information and inform them that you will relay their concern to a manager.

Ø Set up a wake-up call request

Ø If groups are scheduled to arrive, pre-assign guest rooms and room keycards

Ø Ensure that ancillary fees (pet, extra person, rollaway) are posted accurately

Ø At check-out, ask for guest feedback on their experience

Ø Balance the cashier drawer at the end of your shift and drop cash received

Ø Document work orders and hand them to the maintenance team

Ø Set up breakfast for the BK team (Night Auditors only)

Training Schedule:

Week 1 - 3 p.m. to 11 p.m. training

Week 2 - 7 a.m. to 3 p.m. training

Week 3 - 11 p.m. to 7 a.m. training

Job Type: Part-time

Pay: $16.66 - $18.24 per hour

Expected hours: 16 – 32 per week

Work Location: In person

Salary : $17 - $18