Position Summary

The Front Desk Clerk is responsible for providing professional, courteous, and efficient service to hotel guests throughout the arrival, stay, and departure experience. This position performs guest check-in and check-out, room assignments, reservation assistance, payment processing, telephone support, and guest-request coordination while maintaining accurate records and providing information about hotel services and local attractions. The Front Desk Clerk works closely with other Hotel departments to address guest needs and support a seamless guest experience.

Essential Duties and Responsibilities

1. Ensure compliance with applicable laws, regulations, and Hospitality policies and procedures.

2. Provide professional, courteous, and efficient service to guests by actively listening to requests, responding appropriately, and addressing concerns within the scope of the position.

3. Complete guest registration and check-out procedures accurately and efficiently.

4. Assign guest rooms based on availability, guest preferences, special requests, and established Front Office procedures.

5. Process guest payments, including cash and credit card transactions, and accurately maintain and balance the assigned house bank.

6. Maintain accurate guest, reservation, payment, and other Front Office records using applicable computer and hotel management systems.

7. Answer incoming telephone calls, assist with reservation inquiries, and direct calls to the appropriate department or team member.

8. Assist with creating, modifying, and canceling guest reservations accurately in accordance with established procedures.

9. Respond to guest inquiries regarding hotel facilities, amenities, services, policies, rates, and available activities.

10. Provide guests with information regarding dining options, attractions, points of interest, transportation options, and other services.

11. Respond to guest complaints and requests professionally and tactfully, resolving matters within the scope of the position and escalating issues to the appropriate supervisor or manager when necessary.

12. Follow up on guest requests, complaints, and service issues to support timely resolution and guest satisfaction.

13. Communicate and coordinate with Housekeeping, Maintenance, Valet, and other Hotel departments regarding guest requests, room status, maintenance concerns, and other operational needs.

14. May be asked to assist in other departments with appropriate training provided such as gift shop, housekeeping, or laundry as business needs deem necessary.

15. Maintain the cleanliness, organization, and professional presentation of the Front Desk, lobby, and assigned back-office areas.

16. Maintain awareness of emergency procedures and respond appropriately to incidents involving safety, fire, accidents, medical emergencies, security concerns, or other emergencies in accordance with established procedures.

17. Maintain awareness of guest, team member, and property security and promptly report safety or security concerns through established procedures.

18. Maintain a professional appearance and demeanor consistent with hotel standards.

19. Assist with training and orientation of new Front Office team members as assigned.

20. Maintain the confidentiality and security of guest, payment, reservation, and Company information entrusted to the position.

21. Demonstrate and promote KLECH core values and MAD skills.

22. Attend and satisfactorily complete all required training as assigned.

23. Be available to work varying schedules, including days, evenings, nights, weekends, holidays, and other shifts based on business needs.

24. The essential functions listed above are not an all-inclusive list but rather a general representation of the duties and responsibilities pertinent to this position. Duties and responsibilities are subject to change based on organizational needs and/or as deemed necessary by Hotel Management.

25. Perform other duties as assigned.

Note: The essential functions listed above are intended to provide a general representation of the duties and responsibilities of the position and are not intended to be an exhaustive list. Duties and responsibilities may be modified based on organizational needs and as determined by management.

Knowledge, Skills and Abilities

• Knowledge of Front Office, guest registration, check-in/check-out, reservation, and guest service procedures.

• Strong guest service skills with the ability to create a welcoming and professional experience.

• Strong verbal and written communication skills in English; Spanish or other language skills are a plus.

• Ability to communicate professionally and effectively with guests, team members, and management.

• Ability to operate hotel management systems, reservation systems, computers, telephones, payment terminals, and other Front Office equipment.

• Excellent attention to detail and accuracy when handling guest information, reservations, payments, and records.

• Ability to handle cash and credit card transactions accurately and responsibly.

• Ability to maintain confidentiality and protect guest and Company information.

• Ability to listen carefully, identify guest needs, and respond appropriately.

• Ability to remain calm, courteous, and professional when handling difficult or unexpected guest situations.

• Ability to work independently with minimal supervision and effectively as part of a team.

• Ability to prioritize and manage multiple tasks in a fast-paced environment.

• Strong organizational, problem-solving, and critical-thinking skills.

• Ability to perform basic mathematical calculations involving addition, subtraction, multiplication, and division.

• Ability to understand and follow written and verbal instructions and established procedures.

• Ability to establish and maintain effective professional relationships with individuals from diverse social and cultural backgrounds.

• Ability to demonstrate reliability, teamwork, professionalism, and a positive attitude.

SUPERVISION EXERCISED

This position does not have regular supervisory responsibilities. The Front Desk Agent may assist with training and orientation of new team members as assigned.

Education and Experience Requirements

Minimum Qualifications:

• High school diploma or GED preferred.

• Strong face to face customer service skills.

• Strong verbal and written communication skills.

• Familiarity with computer software and data-entry applications.

• Minimum of one (1) year of hotel or Front Office experience, or two (2) years of customer service experience required.

Preferred Qualifications:

• Previous hotel, Front Office, hospitality, or customer service experience.

• Previous cash-handling experience.

• Experience with hotel property management or reservation systems.

• Previous experience handling guest reservations, payments, or Front Office operations.

• Spanish or other language skills are a plus.

NATIVE AMERICAN PREFERENCE

KTTT recognizes employment preference for qualified KTTT Tribal Members and other qualified Native American Tribal Members, including preference in recruitment, hiring, promotions, layoffs, and reductions in force, provided the individual meets the minimum qualifications for the position.

Special Requirements

• Must demonstrate proficiency with applicable Front Office and computer systems.

• Must maintain any required licenses, certifications, or authorizations applicable to the position.

• Must successfully complete all required background checks, screenings, and training applicable to the position.

• Must be available to work varying shifts based on business needs.

Physical Requirements

The physical requirements described below are representative of those necessary to perform the essential functions of the position.

• Sit, stand, and walk for extended periods.

• Reach with hands and arms and occasionally bend, push, or pull.

• Communicate effectively in person, by telephone, and through other telecommunications equipment.

• Maintain concentration and attention to detail for prolonged periods.

• Use close, distance, peripheral, and depth vision to perform job duties.

• Demonstrate sufficient hand-eye coordination and manual dexterity to operate keyboards, touch-screen devices, telephones, computers, payment terminals, and other office equipment.

• Occasionally lift and/or move items weighing up to 30 pounds.

Work Environment

• Work is performed primarily in the Hotel Front Office, lobby, and other guest-service areas.

• Frequent interaction with guests, team members, vendors, and members of the general public.

• Temperature-controlled environment with varying noise levels.

• May occasionally be exposed to outdoor weather conditions when assisting guests or performing Front Office-related duties.

• Extended hours and varying schedules may be required, including evenings, nights, weekends, and holidays.

• Must be able to remain professional and effective in a fast-paced environment and when addressing difficult guest situations.

• May be exposed to situations requiring interaction with upset or dissatisfied guests.

• Travel may be required when necessary to perform essential job functions.

Conditions of Employment

• Must be legally authorized to work in the United States.

• Must be at least 18 years of age.

• Must have reliable transportation to and from work.

• Must comply with the Hospitality Handbook and all applicable Company policies and procedures.

• Must maintain any required license, certification, or authorization applicable to the position.

• Must successfully complete all required background checks, screenings, and training applicable to the position.

DISCLAIMER

Employment in this position is at will, which means that either the employee or the employer may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law.

The statements contained in this job description are intended to describe the general nature, level, and scope of work performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, qualifications, or skills required. Management reserves the right to modify, add, or remove duties and responsibilities as business needs require.

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Ability to Relocate:

• Work Location: 768 Lucky Eagle Drive, Eagle Pass, Tx. 78852
• In person: Relocate before starting work (Required)