Front Desk Clerk

Job Summary:
Ensuring guest satisfaction from the moment a guest arrives at the resort until they check-out.
Provide directions to guest to local destinations. Maintain supplies for front desk area. Answer
general interest calls to the area. Responsible for all Front Desk duties such as (but not limited
to) check-in, check-out, reservations, assist with concierge duties, proper cash handling and any
and all reporting required as per shift checklist. The Resort prides itself in the level of
personalized service we provide. Therefore, we expect our Front Desk Staff to maintain a high
level of integrity and service and to always attend to our guests’ needs in a professional manner.

Reports to / Supervision Received:

1. Manager: General Manager
2. Direct Supervisor: Front Desk Manager
3. Indirect Reporting Relationship: Director of Resorts

Job Expectations:

1. Display a pleasant, professional, and guest oriented attitude at all times.
2. Understand what is expected of your resort and you as its representative.
3. Arrive to your workplace in a timely manner. Must be in uniform or professional dress.
4. Comply with resort and department codes, policies, procedures, and regulations.
5. Consider and understand guests/guestrooms security, privacy & comforts.
6. Be willing to participate in team efforts and communicate with fellow employees.
7. Know and be able to complete job specific duties for the shift you are working.
8. Communicate any uncompleted issues to the next shift departments as needed.
9. Participate in all required health and safety meetings/classes.

Essential Functions:

1. Register check-in guests, check-out guest, confirm pending reservations, answer and direct phone calls, take messages and communicate with additional front desk clerks as needed.
2. Use computer to input information regarding resort members and guests.
3. Handle credit cards and money.
4. Assist guest with any questions, problems or concerns and be able to communicate and unknown situations to the proper department or person.
5. Know local points of interest and be able to give directions.
6. Maintain a tidy and operational workspace and area.
7. Learn and be able to do any front desk clerk position as set forth in procedures manual.
8. Night audit
9. Effectively deal with guest problems in the absence of supervisory staff members and resolve unusual or difficult situations to the guests’ satisfaction.
10. Assist with any special projects as assigned by Manager/Supervisor.

Knowledge, Skill, and Experience:

1. Minimum Education (or substitute experience) required:
   1. High school diploma or equivalent
2. Minimum Experience required:
   1. 1 year in a related field
3. Skills Required:
   1. Must have good oral and written communications skills
   2. Excellent interpersonal skills
   3. Ability to multi-task