Full Time Hotel Desk Clerk

JOB OVERVIEW
Greet and register guests providing outstanding guest service during their stay and settles the guests account upon completion of their stay.
REPORTS TO: Front Desk Supervisor/Front Office Manager
ESSENTIAL JOB FUNCTIONS
Include the following; however, other duties may be assigned.
1.
Immediately greet the guest, offer to assist with their needs (i.e.) reservations, registration and provide accurate information regarding hotel services, outlet hours and local attractions.
2.
Complete the registration process by establishing method of payment; include number of guests, and room rate while promoting brand-marketing programs; code electronic keys, non-verbally confirm room number, and rate; provide welcome folders containing room keys, certificates, coupons, and parking passes as appropriate.
3.
Compute bill, collect payment, make adjustments or changes for guest; handle cash, make change and balance an assigned house bank; secure guest’s valuables in labeled safe-deposit boxes if not available in guestrooms; post charges to guestrooms and house accounts via PMS.
4.
Promptly answer the telephone in a friendly, courteous manner; input guest messages into the VM system; retrieve and relay messages, check for mail, and packages as requested; confirm and modify reservations into the PMS.
5.
Closeout guest accounts at the time of check out ascertain satisfaction. In the event of dissatisfaction, negotiate a compromise that may include authorizing revenue allowances elevating to a supervisor if necessary. Beware of guest scores and work towards increasing departmental and overall guest satisfaction.
6.
Field guest complaints conducting a thorough research to develop the most effective solutions and negotiate results; listen attentively and extend assistance in order to resolve problems such as price conflict, insufficient heating, or air conditioning; plan and implement detailed resolution by using sound judgment and discretion.
7.
Remain calm and alert especially during emergency and/or heavy hotel activity. Practice safe work habits; wear protective safety equipment and follow standard operating procedures and OSHA guidelines.
8.
Maintain a current and accurate guest incident log, update as necessary; communicate pertinent information to appropriate staff.
9.
Knowledgeable regarding hotel room availability types and rates; is aware of local community offerings and events.
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10.
Maintain a high level of professional appearance and demeanor, comply with attendance rules, and be available to work on a regular basis.
REQUIRED SKILLS AND ABILITIES
Good communication and interpersonal skills; must have command of the English language both written and verbal; self-starting personality with an even disposition and maintain a professional appearance and manner at all times; must be willing to “pitch-in” and help co-workers with their job duties and be a team player; considerable skill in the use of a calculator to prepare 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, collect accurate information and resolve conflicts; ability to access and accurately input information using a moderately complex computer system; ability to stand for long periods, good knowledge of proper bending, stooping, and lifting up to 35 pounds; exercise care when walking on wet floors. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
PERFORMANCE STANDARDS
Customer Satisfaction
Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every associate is a guest relations ambassador, every working minute of every day.
Work Habits
In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality, and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.
Safety & Security
The safety and security of our guests and associates is of utmost importance. Every associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.
NOTE
This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor. Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.

Job Type: Full-time

Pay: $15.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• On call

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person

Salary : $16