Front Desk Clerk

Summary 

Operate the functional areas of guest registration and guest service to ensure guest satisfaction and maximum hotel profitability.  Accurately balances all hotel income and expenses for 24 hour hotel operating period. 

Essential Functions 

• Attends training; including safety training, standard operating procedures, and any other as directed by management. 

• Arrives at work in a timely fashion and in accordance with the posted schedule. 

• Abides by established uniform guidelines. 

• Practices efficient and effective procedures.  

• Reads and understands English to comply with function directions. 

• Works as a member of the overall hotel team to ensure that each guest has an experience that exceeds their expectations.  

• Maintains a “can do” and “guest first” attitude at all times. 

• Reports any maintenance repairs to maintenance staff; records repair information in maintenance log, and follows up to ensure the work has been completed. 

• Organize, confirm, process, and conduct all guest check-ins/check-outs, reservations, requests, changes, and cancellations. 

• Activate and provide room keys.  

• Addresses guest requests complaints regarding service or equipment; relay as necessary.  Provide appropriate compensation if necessary.  

• Supply guests with area recommendations and directions as well as property amenities, services, hours of operation. 

• Resolves complaints to the satisfaction of the guest. 

• Assures requests are made in a timely manner. 

• Knowledgeable on PMS as it pertains to functions of the front office. 

• Maintains personal contact with customers (both internal and external) including daily interactions with guests. 

• Prepares and presents packages according to guest reservations, notifies Front Desk Supervisor when inventory is low. 

• Coordinates with housekeeping supervisor daily to ensure guests special requests are met. 

• Provides wake up calls to guest rooms. 

• Completes information on guest folios. 

• Maintains proper credit card records. 

• Provides completed folios via paper or email. 

• Runs and review daily reports/logs; addresses any unresolved issues from previous shifts/days 

• Works to meet or exceed benchmarked scores as it pertains to the front office. 

• Properly stocks market items and notifies Front Desk Supervisor when inventory is low. 

• Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, security of monies, guest security, and emergency procedures as established.  Counts banks at beginning and end of shift; records accordingly. 

• Takes control of lost and found as appropriate. 

• Balances all room revenue and room expenses. 

• Balances all room and tax charges. 

• Completes designated cashier closing reports. 

• Provides a shift report to the next shift.  Sends shift report.  

• All other duties assigned. 

Competency 

To perform the job successfully, an individual should demonstrate the following competencies: 

• Problem Solving – Identifies and resolves problems in a timely manner; Develops alternative solutions; Uses reason even when dealing with emotional topics 

• Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance 

• Interpersonal – Maintains confidentiality 

• Oral Communication – Responds well to questions 

• Team Work – Contributes to building a positive team spirit 

• Written Communication – Writes clearly and informatively; Able to read and interpret written information 

• Diversity – Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment 

• Organizational Support – Follows policies and procedures for including, but not limited to, dress code policies, cell phone, and social media 

• Adaptability – Adapts to change in the work environment; Manages competing demands; Able to deal with frequent changes, delays, or unexpected events 

• Attendance/Punctuality – Is consistently at work and on time 

• Dependability – Respond to management direction; Completes tasks on time or notifies appropriate person with an alternate plan 

• Initiative – Asks for and offers help when needed 

• Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently 

• Professionalism – Treats others with respect and consideration regardless of their status or position 

• Quality – Demonstrates accuracy and thoroughness; Applies to feedback to improve performance; Monitors own work to ensure quality 

• Quantity – Meets productivity standards; Completes work in a timely manner 

• Safety and Security – Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly 

Relationships 

Internal: Front Office Department: receive responsibilities/tasks 

Guest Services: to provide customer service; receives information regarding guests needs or complaints 

Maintenance: notify of maintenance needs 

Controller: receives responsibilities/tasks, updated accounting forms 

External: Guests: ensure satisfaction 

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of the job, the employee is regularly required to stand stationary at a work station; use hands to finger, handle, or feel and reach with hands and arms.  The employee is frequently required to walk short distances.  A small portion of the time is spent sitting down and some of the time is spent completing departmental paperwork while remaining stationary at a work station.  The employee must have the ability to actively listen and hear and communicate. 

The employee can be responsible to lift and/or move up to 25 pounds. 

• Ability to see clearly printed material at close range (12 inches or less).  Corrective lenses permissible. 

• Ability to distinguish between and among colors.  Ability to exercise depth perception to determine space and distance relationships.  Ability to exercise peripheral vision to be aware of objects within a large area while eyes are focused on one object. 

• Ability to hear in one of both ears so that verbal communication can be received, understood, and acted upon in a face to face basis. 

• Ability to express oneself verbally with clarity on either a face to face or a telecommunications basis. 

• Ability to exert a reasonably paced mobility from one point to another within a generally accepted time frame, and recognizing the conditions of the environment as to breadth/narrowness, clutter, etc.  

• Ability to move and control one’s torso so items can be picked up from a lower surface level. 

• Ability to grasp, hold, set down, redirect with hands or fingers, turn, control, and manipulate objects and commodities. 

• Ability to control and utilize fingers in a dexterous and coordinated manner for such activities as writing, typing, keyboarding, slicing, chopping, operating equipment, etc. 

• Ability to stretch body and extend arms to place or secure objects and commodities at a distance above, to the side of, or below the normal standing level of the individual. 

• Ability to use body parts, usually arms and hands (occasionally shoulders and back) to elevate an object or commodity above its previous surface level. 

• Ability to use body parts on a regular and continuing basis to repeat the same motions for a reasonable period of time without resting.