Front Desk Clerk

FLSA Status: Non- Exempt

Reports To: Front Desk Manager and General Manager

Job Summary:

The Front Desk Clerk’s main responsibility is to ensure guest satisfaction and check-in/check-out guests courteously and efficiently. The Front Desk Clerk is also responsible for maximizing room revenues in line with hotel standards by providing efficient and courteous Front Desk service.

To perform this job successfully, the individual must be able to perform each essential duty and responsibility in a safe and satisfactory manner, and the individual must be punctual and have a good attendance record, and have reliable means of transportation to work. 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.

Work Environment:

Front Desk, Back Office Areas, Guest Rooms, Laundry Room, Pool Pump Room, Maintenance Room and all Public Areas.

Job involves working:

• under variable temperature conditions (or extreme heat or cold).
• under variable noise levels.
• outdoors/indoors.
• around fumes and/or odor hazards.
• around dust and/or mite hazards.
• around chemicals
• bio-hazard

Essential Job Functions:

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Have knowledge and demonstrate familiarity with all safety rules and policies and all requirements of the Occupational Safety and Health Act (“OSHA”).
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Maintain complete knowledge at all times of:

a) All hotel features/services, hours of operation.

b) All room types, numbers, layout, decor, appointments, and location.

c) All room rates, special packages, and promotions.

d) Daily house count and expected arrivals/departures.

e) Room availability status for any given day.

f) Scheduled daily group activities.

• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
• Meet with Supervisor to review daily assignments and priorities.
• Meet with departing Front Desk Agent to review business status and follow up items.
• Access all functions of computer system.
• Set up work station with necessary supplies.
• Answer department telephone within 4 rings, using correct greeting and telephone etiquette.
• Promote positive guest relations to all individuals approaching the Front Desk.
• Process all guest check-ins.
• Confirm reservation in system and review all noted information.
• For guests without a reservation, sell an available room type.
• Register guest in the computer and generate a registration card.
• Verify registration card information with the guest.
• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
• Assign guest room.
• Advise guest of any messages, mail, faxes, etc. received for them.
• Inform guest of room safe and mini-bar key and room key procedures.
• Issue parking passes/validate valet parking tickets.
• Communicate services and amenities of the hotel to guests.
• Obtain proper identification for tax exempt guests and attach form to registration card.
• Direct Bell Person to escort guest and transport their luggage to the room.
• Maintain guest history files on all guests.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Set up accurate accounts for each guest checking in according to their requirements (i.e., share with, separate room/tax/incidentals, comp).
• File registration cards and vouchers in bucket by room number.
• Handle overbooked or “walked” guests.
• Accommodate room changes.
• Document all guest requests, complaints or problems.
• Take, record, and relay messages accurately, completely and legibly.
• Offer detailed information on the voice mail system to callers and guests wishing to leave message.
• Accept and record wake-up call requests; deliver to telephone system (“PBX”).
• Issue safe deposit boxes to guests and ensure security of keys.
• Distribute all guest and department mail.
• Monitor, send, and distribute guest faxes
• Document and confirm reservations and cancellations.
• Block rooms in computer and follow through on designated requirements.
• Pre-register designated guests and prepare key packets.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Generate, print and distribute daily and weekly reports.
• Resolve discrepancies on the room status report with Housekeeping.
• Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
• Process all check-outs.
• Resolve any late charges.
• Present folio to guest and resolve any disputed charges.
• Settle guest accounts.
• Retrieve guest room key from guest.
• Solicit guest comments on their stay.
• Process express check-outs.
• Handle requests for late check-outs.
• Conduct group check-ins/outs.
• Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information.
• File guest room keys and ensure the safe keeping of keys at the Front Desk.
• Adhere to all cashiering procedures:
• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
• Make change for guests.
• Cash guests' personal checks/travelers checks.
• Post charges.
• Run closing reports.
• Count and secure bank.
• Complete designated cashier reports.
• Balance receipts.
• Drop receipts.
• Document pertinent information in the log book.
• Complete Night Audit Duties, as required by management:
• Run night procedures on Property Management System
• Fill out and deposit payments and corresponding checks
• Process adjustments and credits as required
• Batch, submit and settle credit cards
• Verify and make adjustments to the room rate
• Verify cashier’s report to drop log and paperwork
• Run end of day program
• Check that interfaces are up and running
• Run morning reports and backup reports
• Print express check out folios and distribute accordingly
• Review night audit checklist and verify that all work has been completed
• Prepare all food items for breakfast
• Set up for breakfast with supplies and equipment
• Assist all guests in a sincere and courteous manner, whenever possible going the extra mile and doing whatever it takes to ensure guest satisfaction.
• Understand that business demands sometimes make it necessary to move employees from their accustomed shift to others shifts
• Act as manager on duty in the absence of the general manager, as instructed by management.
• Understand and apply all hotel safety and security procedures to maintain a secure and safe environment for employees and guests.
• Keep immediate supervisor promptly and fully informed of all problems or unusual matters of significance coming to his/her attention so prompt corrective action can be taken.
• Keep the front office and lobby clean, remove trash and mop or vacuum.
• Perform other duties as required or requested.
• Perform light duty work as necessary, including fixing or unclogging toilets. Maintain a friendly and courteous attitude.
• Ensure the lobby and frontdesk area is clean, organized, and visually appealing.
• Report any maintenance, security, or safety issues to the appropriate staff.
• Responsible for positively representing and promoting the property.

Secondary Job Functions:

• Assist Breakfast Attendant as needed.
• Perform Breakfast Attendant duties as requested.
• Perform Laundry Attendant duties as requested.

Qualification Standards

Essential:

• Ability to quickly learn Front Desk technical procedures such as: check-in, check-out, selling skills, computer operation, telephone operations, etc.
• Ability to operate computer or cash register to handle monetary transactions and give correct change.
• Ability to work well on multiple tasks at the same time.
• Ability to be friendly and cheerful; interact easily with strangers.
• Ability to cooperate with and support others.
• Ability to observe, react quickly and adjust to different guest situations.
• Ability to cope with stress, showing self-control during excitement.
• Ability to remain calm and tactful when faced with challenging guests.
• Ability for strong organizational skills and strong detail orientation.
• Ability to use equipment such as: cash register, computer, credit card machines, telephone console/switchboard, calculator, etc.
• Grooming must meet property standards.
• Work cohesively with co-workers as part of team.
• Understand guest’s service needs

Desirable:

• Some college or training in Hospitality Industry.
• Previous experience as Front Desk Agent.
• Previous cashiering experience.
• Fluency in a foreign language, preferably.
• Ability to suggestively sell.
• Certification in CPR.
• Previous guest relations training.

Education:

• High school graduate or equivalent.
• Must be able to speak, read, write, or otherwise communicate, and understand English used in the workplace.
• Must be able to speak, or otherwise communicate, and understand the primary language(s) used by guests who visit the workplace.

Physical:

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear. In addition, the employee must:

• Requires finger dexterity, grasping, reaching, pulling, bending, writing, standing, sitting, walking, repetitive motions, hearing, and visual acuity.
• Ability to move up to 50 pounds.
• Endure various movements throughout the work areas
• Reach up to 10 feet, with or without an aide.
• Remain in stationary position throughout work shift.
• Must be able to work with arms raised above head throughout a shift.
• Must be able to work mornings, nights, weekends and holidays as dictated by hotel business levels.
• Long hours sometimes required

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements are representative of minimum levels of knowledge, skills, and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees, or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

**This Hotel is dedicated to complying with the requirements set forth by OSHA and ADA in its employment practices as required under federal law.**
EMPLOYEE ACKNOWLEDGMENT
I have received this Job Description and I acknowledge that it is my responsibility to read it in order to become familiar with the Company policies and guidelines.

______________________________ ________________

EMPLOYEE’S SIGNATURE DATE

______________________________

EMPLOYEE’S PRINTED NAME

Job Type: Part-time

Pay: $14.00 - $15.00 per hour

Benefits:

• Employee discount

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Night shift
• Overnight shift
• Overtime
• Weekends as needed

Work setting:

• In-person

Experience:

• Hotel experience: 1 year (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Required)

Work Location: In person