Front desk clerk

General Summary

Greets and registers guests, provides prompt and courteous service and maintains / closes out guest accounts while standing at the Front Desk and utilizing a computer to meet the companies high standards of quality.

Essential Duties and Responsibilities

• Greet guests immediately with a friendly and sincere welcome. Use a positive, clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information.
• Complete the registration process by accurately verifying, inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate.

Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate.

Provide welcome folders containing room keys, certificates and coupons as appropriate.

Verify and imprint credit cards for authorization using electronic acceptance methods / LMS Computer System. Handle cash, make change and balance an assigned house bank.

Accept and record vouchers, travelers’ checks, gift certificates and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator.

Post charges to guest rooms and house accounts using the computer. Secure and maintain a $300.00 house bank.

Promptly answer the telephone using positive and clear English communication. Respond to guest inquiries regarding hotel features, services, outlet hours and room accounts through effective communication, customer assistance, direction and information provided within company policies / guidelines in a courteous, professional manner to ensure guest satisfaction.

Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for guests as requested.

Close guest accounts at time of check-out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.

Utilize Empowerment Guidelines.

Remain calm and alert, especially during emergency and / or heavy hotel activity and resolve complications such as location changes or credit issues.

Plan and implement detailed steps by using experienced judgment and discretion.

• Balance daily transactions using LMS computer program and manually count the house bank at completion of shift. Turn complete / correct sign off into Night Audit.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
• Regular attendance in conformance with the standards, which may be established by Aquarius from time to time, is essential to the successful performance of the position.

Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

Overtime may be required based on arrival / departure patterns.

Upon employment, all employees are required to fully comply with Aquarius rules and regulations for the safe and efficient operation of hotel facilities.

Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Essential Duties and Responsibilities (continued)

• Operate facsimile machine to send, receive and log incoming transactions. Notify guests using the message function of the computer of incoming faxes.

Post charges for such services onto guest accounts, if applicable.

• Use the photocopier to make copies of items as required.
• File registration cards, coupon receipts if necessary.
• Attend periodic department meetings and keep informed of new company / departmental policies / procedures to better provide consistent information while dealing with guests.
• Provide instruction and / or guidance for guest / employee safety in fire / emergency situations and remain calm during these situations.
• Assemble, validate, distribute coupons and key packages, as well as keep work stations stocked by maintaining inventory needed to keep stations neat / orderly.
• Answer calls on a multi-line telephone from guests concerning questions and / or problems dealing with a number of different topics to provide information as needed.
• Assist the Front Desk with guest inquiries regarding hotel features, services, outlet hours and room accounts through effective communication, customer assistance, direction and information provided within company policies / guidelines in a courteous, professional manner to ensure guest satisfaction.
• Greet tour escorts and tour guests, obtain proper and complete information on registration, handle room changes, count number of tour guest arrivals and follow through with correct information in LMS.
• Complete all pre-arrival / check-out functions for groups and rate overnight tour group master accounts correctly.
• Run and complete various reports using the computer.
• Assign rooms to guests prior to arrivals, prepare welcome packets including cutting keys for VIP reservations.
• Perform any other duties as assigned by management.
• Provide outstanding guest service to all internal and external guests

Requirements :

Job Specifications Qualifications

• Considerable skill in the use of calculator to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Ability to stand and move throughout the Front Office and continuously perform essential job functions.
• Ability to read, listen and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.
• Ability to act independently while analyzing data and drawing conclusions from written, verbal and computer generated materials.
• Knowledge of mathematical skills necessary to accurately maintain and / or collect sufficient funds for guest accounts.

The same skills are needed to ensure all postings balance at the end of shift and the cash drawer is also in balance.

• Ability to organize / prioritize work and meet deadlines.
• Ability to maintain attendance within standards while maintaining a neat, clean and well-groomed appearance.
• Ability to work with interruptions and follow written / verbal instruction.
• Ability to operate a 10-key calculator, multi-line telephone, electronic key system and access / input information using a moderately complex computer system / software package.

Job Specifications Qualifications (continued)

• Ability to identify all suspicious persons, activities and hazardous conditions to superiors, as well as Security / Safety personnel.
• High School Diploma required.
• Prior hospitality experience preferred.
• Must be able to obtain and maintain all cards required by the company.
• Must be able to verify right to work in the U.S.

Working Conditions Physical Requirements

• Requires standing and continual mobility throughout Front Office area.
• Ability to grasp, bend, lift and / or carry file records and banks weighing a maximum of 20 lbs. on an intermittent basis.
• Ability to walk / stand and work 90% of assigned schedule with walking being a maximum of 2 miles a shift.
• Sufficient manual dexterity of hand is needed in order to use computer keyboards, calculators and telephones.
• Ability to move throughout Hotel using elevators, stairs, and escalators. Must be able to ascend / descend through a minimum of ten levels of stairs.

Required Work Cards

None

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.

They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Job duties to be performed with or without reasonable accommodations

Last updated : 2024-11-06