Front Desk Clerk

 JOB TITLE: Front
Desk Agent 

DEPARTMENT: Front Office/Rooms  

DIRECT REPORT: Front Office Manager or Front Desk Supervisor 

FUNCTION: 

Greets and assists with guest arrivals and departures by
handling guest check-ins and check-outs while providing prompt and courteous
service, including receiving telephone calls, guest requests, guest reservations,
fax and ensuring complete guest satisfaction. 

RESPONSIBILITIES: 

• Ensures complete guest satisfaction. 

• Check-in and check-out of the guest. 

• Complete guest registration process. 

• Must be familiar with computer systems for
guest reservation information. 

• Must verify and imprint guest credit cards
for authorization. 

• Must be well versed in cash handling and
accurately balance house bank. 

• Assigns guests rooms based on preferences
and availability. 

• Drives the Revenue Management process. 

• Handling guest concerns in a tactful manner
and achieving resolution. 

• Answers questions in regards to the hotels
facilities and services. 

• Answering telephones and booking
reservations. 

• Answering Guest inquiries i.e. directions. 

• Recommending local area restaurants, points
of interest, or needs for transportation. 

• Handling guest needs. 

• Maintaining cleanliness of front desk,
lobby and back office. 

• Following up with Guest check-ins,
complaints, and other requests. 

• Interacting with other departments and
employees to ensure a good working relationship or for guest needs. 

• Understands all Emergency procedures for
incidents, accidents, fire, safety, or criminal activity. 

• Participates on the hotel Safety Committee. 

• Ensures that Quality Standards and Service
are maintained for Property, Product, and People. 

• Must be able to work all shifts or varying
schedules to support business needs. 

• Ensures Security for the hotel’s customers,
employees, and property assets. 

• Supports established policies and
procedures for WinStar World Hotel and the hotel’s brand. 

• Responsible for performing “other duties”
as assigned by management. 

  REQUIREMENTS:  

• Hospitality
  Experience preferred. 
• Excellent written
  & verbal communication. 
• Must speak, read
  and write English. 
• Must understand and
  maintain confidentiality in all circumstances. 
• Strong analytical,
  problem solving & organizational skills. 
• Ability to
  multitask in fast paced demanding environment. 
• Computer skills
  required. 

  GROOMING/UNIFORMS:  

All employees must maintain
a neat, clean and well-groomed appearance. Specific uniform guidelines and/or
required articles of clothing will be explained to you as a part of the
orientation process. 

 LICENSES OR CERTIFICATES  

Ability to obtain any certifications,
licenses or permits that may be required by law or company Regulations. 

TECHNICAL EXPERIENCE: 

• Must be able to understand all operating
departments including rooms, front office, housekeeping, engineering, accounting,
sales, food and beverage for limited service hotel operations. 

• Must have considerable knowledge of
computer systems for guest registration, reservations, reporting and etc. 

• Must have above average financial
comprehension to understand and interpret numbers as they apply to operations
in hotels. 

• Must have the ability to effectively deal
with internal and external customers, some whom will require high levels of
patience, tact and diplomacy to defuse anger, and resolve conflicts. 

• Must be well groomed in uniform or business
attire. 

• Must be trained in CPR Certification and/or
First Aid Training preferred. 

PHYSICAL,
MENTAL & ENVIRONMENTAL DEMANDS:   

• Physically mobile with reasonable
  accommodations. 
• Must be able to lift and carry
  upwards to 25 pounds.  
• Must be able to bend, reach,
  kneel, twist and grip items while working at assigned desk area.  
• Manual dexterity and coordination
  to operate office equipment, including 10 key adding machines, personal
  computers, fax machines, and photo copiers.  
• Read, write, speak, and understand
  English.  
• Operate in mentally and physically
  stressful situations.  
• Respond to visual and aural cues 
• Work in cold & hot
  temperatures 
• Possibly
  be exposed to second hand smoke 

SAFETY REQUIREMENTS  

Personal Protective Equipment (PPE) may be required when
performing work duties that may have the potential of risk to your health or
safety. The hotel will provide the required PPE. Team members will be trained
in the proper use and care of any assigned PPE. It is your responsibility to report
defective, damaged or lost PPE, or equipment that does not fit properly, to
your Manager. 

NOTICE:
Standing, bending, stooping,
and lifting weights up to and including 25 lbs. may be required. The
hospitality business functions seven (7) days a week, twenty-four hours a day.
In addition, this is a hospitality business and a hospitable service atmosphere
must be projected at all times.