Front Desk Clerk - LSC

WE NEED BIG STARS LIKE YOU!!! 

Our hotels are unique, and we are looking for outstanding talent to provide exceptional customer service to our team.  Lone Star Court, is a collection of hotels are created for today’s passionate traveler, each of our hotels are intentionally built to showcase modern design and classic character. We are looking for team members who are ready to be empowered to go above and beyond...   

 
Status: Non-Exempt 
Reports to: Front Office Manager 

JOB SUMMARY 

The front desk agent is responsible for the overall guest experience at the hotel. Job duties include providing a warm check-in and check-out, taking phone calls, acting as concierge, completing shift tasks as assigned, and maintaining hotel standards to improve the guest experience from the moment they enter Lone Star Court to their departure and post checkout. 

ESSENTIAL DUTIES & FUNCTIONS 

• Operational Responsibilities 

• Check guests into and out of hotel 

• Confirm credit and payment method at check in and confirm full payment at check out 

• Communicate effectively and work productively with other team members 

• Skilled in working with multiple computer programs including Word, Excel, PMS StaynTouch, Sharepoint, Outlook, Hotel Effectiveness, Alice, Paycom 

• Log all guest requests, confirm completion and follow up 

• Initiate and monitor shift lists for proper completion of tasks while also preparing individual paperwork for closing of shift 

• Review PMS inventory and House Count for availability and rates 

• Book reservations for walk-ins or future stays 

• Run daily arrival report, check for special guests’ requests or needs e.g. ADA room requests, specific room placement and paid amenities 

• Distribute packages and mail to guests as needed 

• Stock and clean workspace for next shift 

• Block rooms for Sales team as needed and notify housekeeping of any showrooms that will be used during Sales tours 

• Other duties as required 

• Guest Services 

• Manage and resolve all guest needs and requests in a professional, timely and courteous manner 

• Maintain a general knowledge of local attractions, restaurants, and shopping centers 

• Provide effective communication to appropriate departments of guest activities, concerns and requests 

• Maintain composure and patience under pressure while demonstrating effective multitasking skills 

• Direct guests to their rooms and the facilities located within the hotel, such as the pool, fitness center and Water Trough restaurant 

• Effectively coordinate relocation of guests when necessary 

• Inform guests about daily functions, special events, and promotional programs offered at the hotel, such as live musical performances, happy hour, and special rates/packages  

• Team Support and Training 

• Complete weekly rehearsals in Alice to ensure Valencia Core Standards are being upheld 

• Attend monthly Bravo Meetings to stay informed of Front Office policies and procedures, current Front Office issues and agendas, and departmental initiatives 

• Complete training courses via Paycom as required by Human Resources 

• Attend STAR meetings to provide insight into manager’s performance, feedback from fellow staff members and any questions or concerns about job duties and responsibilities 

• Communication and Reporting 

• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary. 

• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests. 

• Maintain guest accounts to ensure accuracy, including but not limited to: high balance accounts, master accounts, Starry Night Vouchers, eGiftify gift certificates redemptions, etc. 

• Successfully gather, log and ensure completion of various forms and logbooks, including but not limited to: Amenity Logbook, Tax Exempt Binder, Pet Policy Binder, Effort Log, etc. 

• Must be able to work with and understand financial information and data and showcase basic arithmetic functions 

• Safety & Compliance 

• Attend monthly Safety Topic meetings 

• Maintain regular attendance in compliance with Lone Star Court standards, as required by scheduling which will vary according to the needs of the hotel 

• Maintain high standards of personal appearance, demeanor, and grooming, which includes wearing the proper uniform while working 

• Comply with Lone Star Court standards and regulations to encourage safe and efficient hotel operations 

ESSENTIAL SKILLS AND QUALIFICATIONS 

• Strong verbal and written communication skills 

• Effective time management and problem-solving skills 

• Proficiency in operating computers and applications needed to operate the front desk 

• Ability to work well with a team and demonstrate attention to detail 

• Excellent organizational skills and interpersonal abilities 

• TABC – preferred but not required 

Physical Requirements 

• Sitting: Allowed during breaks 

• Standing/Walking: Up to 8 hours  

• Lifting/Carrying: Frequently lifting/carrying up to 10lbs; occasionally lifting/carrying up to 30lbs 

• Other Physical Requirements: Frequently handling guest key cards and keys related to the hotel’s facilities, such as the pool key, Water Trough restaurant key and meeting room keys; occasionally crouching, grasping and lifting boxes of water and beer to stock Smeg Fridge located behind the front desk  

Working Environment 

• Interior: Must be comfortable in an office setting 

• Exterior: Must be willing to navigate outdoors and be exposed to all weather conditions 

BASICS 

• Maintain cleanliness and organization in all work areas 

• Display courteous behavior with guests and team members 

• Report any unsafe conditions immediately 

• Ensure hotel equipment is in proper working condition 

• Attend meetings as required 

• Follow company policies and procedures 

• Always uphold Valencia Core Standards during every guest interaction 

• Perform any additional duties as assigned by the Front Office Manager 

CANDIDATE PROFILE 

Education and Experience 

• High School Diploma, GED or Accredited Courses 

• Hotel Operations or Customer Service preferred 

Acknowledgment 
I have read and understand the job description as stated above and accept that tasks may be modified as needed. I can perform the essential functions of this job with or without reasonable accommodation. 

Employee Signature: ___________________________ Date: ___________ 
Supervisor Signature: __________________________ Date: ___________ 

Salary : $18