Front Desk Clerk

Job Description

Front Desk Clerk

Front Desk Clerks serve as the primary contact to guests and are responsible for welcoming and registering hotel guests, explaining accommodations and taking payments. Check guests out and explains billing at the end of their stay if needed. Responds to a wide variety of guest requests by assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with brand standards and company policies. Frequently check emails from the guests and accommodate them as needed with their requests. Duties of this job may be changed at management’s discretion.

Duties include:

Check in guests in an efficient and friendly manner. Assure that the guest is assigned type of room requested and that the correct rate is charged and issue guest keys

Check out guests at end of stay. Establish guest satisfaction, collects keys, posts any late charges and present bill to guests (if needed). Accurately settle the bill

Be able to reply to guest reviews on booking.com and expedia via mobile apps and online website via email

Handle any incoming guest phone reservations

Answer inquiries pertaining to hotel services; give any entertainment suggestions and travel directions

Handle all guest complaints or problems to exceed the guest expectations

Handle all guest service requests, and make changes as necessary

Direct all calls to guests rooms to proper extensions and take and deliver phone messages

Keep a records of room availability and guest’s accounts into the room ledger, and room log.

Be able to operates front desk software (SyniXis PM System)

Count and maintain a balanced cash drawer after the end of every shift.

Maintain and take responsibility for all cash and credit card transactions during each shift

Complete any necessary accounts receivable and direct billing tasks

Follows brand standards when processing guests’ stays based on SyniXis PM system

Welcome guests and respond to requests in a professional manner

Check the working condition of equipment and report to supervisor all unsafe or malfunctioning equipment

Uses suggested selling techniques to sell rooms and to promote other services of the hotel

Coordinates room status updates with housekeeping department

Knows how to use office equipment

Knows all safety and emergency procedures

Maintains awareness of all rates

Communicate with the previous and following shifts

Proactively maintain assigned areas and equipment

Ensure efficient completion of daily assignments in a timely manner

Report all safety concerns to management

Attend and participate in all mandatory trainings and meetings

Flexible with schedule and assignments

Maintain effective performance under pressure

Help guests with whatever they may need (fix TV, fix A/C, help guest connect to WIFI)

If your on the 3rd shift (Night Shift) you are require to set up the breakfast for the guests, and if your on the 1st shift you have to maintain breakfast and fill up anything that goes empty

Perform any other duties requested by supervisor

Requirements:

Excellent customer service skills

Ability to work independently and with others

Good communication skills

Ability to give and follow verbal and written instructions

Attention to detail

Ability to multi task

Displays good initiative