The Front Desk Clerk processes guests in and out of the hotel in a professional and efficient manner in order to maximize customer satisfaction.
Essential Functions:
- Complete Front Desk activities related to guest check-ins and check-outs in accordance with established policies and procedures; accurately conduct all cash handling and credit card processing activities.
- Respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution; accommodate guest requests when possible within policies/procedures.
- Pre-register, block reservations and take same-day reservations following hotel rate structures, discounts, and sell strategies; cancel reservations according to procedures.
- Accurately complete any logs/reports as specified by management.
- Arrange for alternative lodging for guests (walk the guests) when necessary and in accordance with established procedures.
- Other duties as assigned.
Job Specifications:
- Solid working knowledge of related company and brand policies, procedures, and services; general knowledge of other departments in the hotel.
- Excellent interpersonal, written/verbal communication and telephone etiquette skills.
- Intermediate proficiency with Front Desk computer systems
- Excellent command of the English language; second language proficiency desirable.
- Excellent time management skills and ability to multi-task and prioritize work
- Excellent written and verbal communication skills
- Exceptional problem solving skills
- Ability to maintain customer focus
- Excellent organizational and planning skills
- Ability to work well in a team environment
- Ability to follow corporate standards and procedures
Experience and Education:
- High School education or equivalent work experience.
- 1+ years of experience as a Front Desk Clerk or other customer service position.
- Minimum training required per year as assigned by the company
- Any additional training required by manager
Work Environment:
- This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
- This is a full-time position. Overtime may be required occasionally.
- Work days and work hours may vary.
- This position works indoors.
Education
Preferred
- High School Diploma / GED or better
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