Hotel Front Desk Clerk (PART-TIME)

FOR THIS POSITION: WE ARE ACCEPTING APPLICATION; Weekends are Mandatory & We are looking for candidate who can handle day and night shifts.

POSITION SUMMARY
The Front Desk Agent is responsible for providing efficient and exceptional service to a wide variety of individuals on a daily basis; including, guests, potential guests, vendor partners, and Mountain Host Motor Inn team members.
A key responsibility of this position is to create guest-centric experiences which leave our guests and potential guests feeling assured, settled in, and optimistic about Mountain Host Motor Inn. These experiences can be delivered through
a variety of activities, including welcoming our guests, extending recognition to loyal guests and military members, providing an accurate and efficient check-in/check-out process, assisting guests during their stay with questions or concerns, and providing exceptional service to individuals contacting the hotel via phone. Individuals in this role must adhere to the company’s standards and procedures in order to deliver a consistent guest experience across the hotel while complying with all safety, security, and quality measures.

ESSENTIAL JOB FUNCTIONS:

• Provide a friendly, welcoming experience by greeting guests as they enter the hotel. Welcome loyal guests and military members using the best practices outlined for each program. Ensure Elite guests receive the designated gift upon arrival.
• Provide all guests (including groups) with a friendly, accurate, and efficient check-in / check-out process while following the company’s policies and procedures. Prepare for check-ins before the guest arrives by using the arrivals grid, preparing express check-ins, and planning for group arrivals. Ensure the front desk/lobby areas remain clean, organized, and ready to greet guests.
• Verify and collect guest payments and identification, ensuring all procedures are followed to protect sensitive guest information including identity and credit card information. Process all financial transactions with strict adherence to

defined procedures. * Operate the hotel key control system while strictly following all key safety & security procedures.

• Place timely welcome calls to ensure each check-in guest has arrived in a freshly clean, inviting room with all amenities working. Set up wake-up calls as requested by guests to ensure they wake up refreshed and ready to take on the day.
• Answer the hotel phone in a manner that provides a genuine welcoming experience to every caller. Listen, identify and resolve the caller’s need(s). Properly and efficiently transfer calls as necessary. Route calls to guest rooms according to the company’s policies which ensure sensitive guest information and privacy is maintained.
• Provide a warm and friendly experience to potential guests inquiring about hotel reservations by focusing on the guest’s need, asking for the sale, entering and confirming the reservation details, providing the cancellation policy, and offering to enroll the guest in the Returns program.
• Complete shift checklist(s) to ensure the hotel information is updated and team members are prepared for the daily activities. Maintain room status inventory.
• Provide guests with clear directions and recommendations for local points of interest including restaurants, shopping, local attractions, etc. Ensure guests are aware of available hotel services.
• Sense and respond to all guest concerns or requests in a manner that leaves the guest feeling assured and optimistic about staying with Mountain Host Motor Inn again. Escalate issues in a timely and appropriate manner to a supervisor or manager when necessary. Notify the hotel manager of all guest concerns to ensure proper follow-up. Properly record guest concerns using the Problem Resolution Log. Prepare timely and accurate Maintenance Work Orders, following up as needed. Process 100% Satisfaction Guarantee requests according to policy.

• Stock and restock breakfast items such as food, drink and supplies as necessary to ensure guests have a consistent selection of items which are displayed in an appealing, clean and organized manner consistent with company standards, food handling guidelines and regulations. Ensure eating area is clean and inviting at all times.

• Ensure lost-and-found items are treated with care, reported and stored according to company policies.

• Where applicable, assist guests with Marketplace purchases and accurately post charges to the guest folio.

• When assigned, conduct Night Audit procedures in a timely, accurate, complete and efficient manner while ensuring 24/7 front desk presence and guest-centric service to our guests.

• Remain flexible and willing to work in other areas of the hotel as needed to ensure the hotel delivers a consistent Guest Comes the First experience for every guest.

MINIMUM EDUCATION:

• High school diploma or equivalent required.

• Must be able to fluently speak, read, write and understand English.

• Must possess and maintain valid licenses and/or certifications which are job related and required by law.

• At locations that operate a hotel courtesy van/shuttle, must possess and maintain a valid, current, non- restricted driver’s license if required to drive. Must also possess and maintain an acceptable driving history.

MINIMUM EXPERIENCE:

• Previous hotel or customer service experience is preferred but not required.

MINIMUM SKILL REQUIREMENTS:

• Requires regular, sometimes constant, contact with customers, outside agencies and the general public. Must have excellent verbal and written communication and interpersonal skills with the ability to interact with many types of individuals and personalities.

• Excellent listening skills with the ability to accurately sense and respond to unspoken wants and needs of individuals.

• Proficiency to approach all encounters, regardless of the situation in an attentive, friendly, courteous and service oriented manner.

• Excellent telephone skills particularly related to customer service and sales.

• Must be able to work with and secure sensitive and/or confidential material and information.

• Must be able to properly and confidently operate basic office software, machines and devices including computers, company issued hand-held electronics, copier, printers, etc.

• Must be self-motivated and able to work with little or no supervision, responding to and handling unfamiliar situations with little supervisory guidance.

• Strong independent judgment and decision-making skills are required to identify, select, and apply the most appropriate of available guidelines and procedures, interpret precedents, and adopt standard methods or practices to meet variations in facts and/or conditions.

• Must work well under pressure and remain calm during stressful situations.

• Must possess solid organizational skills with the ability to simultaneously prioritize multiple priorities and/or projects in a fast-paced environment.

• Requires regular contact with other departments, supplying or seeking information on specialized matters.

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:

• Ability and willingness to work a variable schedule including morning, afternoon, evening, overnight shifts, weekends and holidays.

• Must be able to stand and walk for extended periods of time, often for a minimum of 2 hours at a time and possibly for the duration of the work shift.

• Must be able to intermittently bend, reach, kneel, twist and grip items while working.

• Must be able to maneuver through all areas of the front desk and office area.

• Must be able to lift up to 20 pounds and carry up to 10 pounds.

• Requires excellent hearing along with good near and distant vision.

Must be able to view and access computer screens and keyboard functions.

• Must be able to type on a computer keyboard throughout the duration of the scheduled shift with the exception of scheduled breaks and/or lunch times.

• Must be able to verbally respond over the telephone, in a clear-speaking voice.

• Capable of working in a fast-paced environment with stressful situations and adjusting to changing priorities.

• Must respond to multiple task interruptions, yet still provide service to individuals in a professional and courteous manner.

• May work alone or closely with others.

Job Type: Part-time

Pay: $12.48 - $13.00 per hour

Schedule:

• Day shift
• Evening shift
• Night shift
• Weekends as needed

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)
• Hotel experience: 1 year (Preferred)

Work Location: In person

Salary : $12 - $13