Front Desk Clerk

POSITION SUMMARY

The Front Desk Clerk is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

· Resolve guest complaints, ensuring guest satisfaction.

· 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.

· Maintain complete knowledge at all times of: a) all hotel features/services, hours of operation. b) All room rates, special packages and promotions. c) Daily house count and expected arrivals/departures. d) Scheduled daily group activities.

· Obtain assigned bank and ensure accuracy of contracted monies.

· Keep bank secure at all times.

· Answer department telephone within 3 rings, using correct greeting and telephone etiquette.

· Process all guest check-ins.

· Verify registration card information with the guest.

· Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.

· Handle overbooked or walked in guests.

· Accept and record wake-up call requests.

· Monitor, send and distribute guest faxes.

· Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).

· 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.

· Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.

POSITION QUALIFICATIONS

Competency Statement(s)

SKILLS & ABILITIES

Education: High School Graduate or General Education Degree (GED) preferred Experience: One to two years previous experience in a similar position in a select service hotel

Computer Skills Basic computer skills required

Other Requirements

· Must have good understanding of the English language.

· Good communication skills both verbal and written.

· Provide excellent customer service and maintain a professional demeanor

· Compute basic arithmetic.

· Ability to: perform job functions with attention to detail, speed and accuracy. Prioritize, organize and follow up. Be a clear thinker, remaining calm and resolving problems using good judgment. Follow directions thoroughly. Understand guest’s service needs. Work cohesively with co-workers as part of a team. Work with minimal supervision. Maintain confidentiality of guest information and pertinent hotel data.

PHYSICAL DEMANDS

Physical Demands Lift/Carry

Stand C (Constantly) Walk O (Occasionally) Sit O (Occasionally) Handling / Fingering C (Constantly) Reach Outward C (Constantly) Reach Above Shoulder O (Occasionally) Climb N (Not Applicable) Crawl N (Not Applicable) Squat or Kneel O (Occasionally) Bend O (Occasionally)

10 lbs or less O (Occasionally) 11-20 lbs O (Occasionally) 21-50 lbs O (Occasionally) 51-100 lbs N (Not Applicable) Over 100 lbs N (Not Applicable) Push/Pull

12 lbs or less C (Constantly) 13-25 lbs F (Frequently) 26-40 lbs O (Occasionally) 41-100 lbs N (Not Applicable)