101003 - Front Desk Clerk

Are you a Customer Service Super Star…. WE NEED BIG STARS LIKE YOU!!!
Come be a part of an AWARD WINNING TEAM.
Our hotels are unique and we are looking for outstanding talent to provide exceptional customer service to our team. Valencia Hotel Group is a collection of hotels created for today’s passionate traveler. Each of our hotels is 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/MOD

JOB SUMMARY
The Front Desk Agent is responsible for providing exceptional customer service by assisting guests with check-in, check-out, and other inquiries. This role supports the team by ensuring a smooth and welcoming experience for all guests, contributing to the overall operations of the hotel.

ESSENTIAL DUTIES & FUNCTIONS

• Operational Responsibilities
  • Perform check-in and check-out procedures efficiently.
  • Handle reservations, cancellations, and guest inquiries.
  • Maintain the cleanliness and organization of the front desk area.
  • Assist guests with luggage as needed.
  • Assist with parking/retrieving guest vehicles in a safe and efficient manner.
• Guest Services
  • Greet guests warmly and provide excellent customer service. Following 18 core values and 5 star ingredients.
  • Respond to guest inquiries and resolve any issues or complaints.
  • Ensure guest satisfaction by accommodating special requests.
• Team Support and Training
  • Assist in training new front desk agents as needed.
  • Support team performance by collaborating with colleagues.
• Communication and Reporting
  • Communicate effectively with the front office manager and other departments.
  • Communication with fellow employees and provide a detailed pass on to next shift.
  • Report any incidents or safety concerns immediately.
• Safety & Compliance
  • Follow all hotel policies and procedures.
  • Adhere to safety standards and maintain a safe working environment.

ESSENTIAL SKILLS AND QUALIFICATIONS

• Strong verbal and written communication skills
• Proficient in the use of computer systems, software applications, and digital tools.
• Effective time management and problem-solving skills
• Ability to work well with a team and demonstrate attention to detail
• Excellent organizational skills and interpersonal abilities
• Previous experience in a front desk or customer service role is preferred
• Valid driver's license.

Physical Requirements

• Standing/Walking: Frequent
• Lifting/Carrying: Up to 50 lbs, such as luggage and supplies
• Other Physical Requirements: Handling, grasping, and crouching as needed

Working Environment

• Interior: Front desk area and lobby

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
• Perform any additional duties as assigned by the supervisor

CANDIDATE PROFILE

• Education and Experience: High school diploma or equivalent preferred; previous experience in a front desk or customer service role is a plus