What are the responsibilities and job description for the Front Desk Clerk position at Moody?
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.
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