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About the Role
The Front Desk Clerk is the first point of contact for hotel guests, responsible for processing check-ins and check-outs efficiently to maximize customer satisfaction. This includes greeting guests, managing hotel services, and providing information.
Responsibilities
- 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.
- Perform other duties as assigned by management.
Requirements
- Ability to frequently stand, bend, kneel, walk and reach with hands and arms.
- Ability to occasionally lift products and supplies, up to 25 pounds.
Skills
- Excellent problem-solving, interpersonal, written/verbal communication and telephone etiquette skills.
- Excellent command of the English language.
- Second language proficiency desirable.
- Excellent time management skills and ability to multi-task and prioritize work.
- Strong customer service skills with a friendly and approachable demeanor.
- Ability to work well independently and in a team environment.
- Approachability
- Communication Skills
- Dependability
- Guest Relations
- Work Quality
Location
- Hotel environment
Work Type
- Full-time
Experience Level
- Previous experience in a hotel environment preferred but not required.
Education Level
- High School diploma or equivalent.