Front Desk Clerk

TITLE: Front Desk Associate
DEPARTMENT: Front Office
SUPERVISOR: Front Desk Supervisor/Operations Manager/AGM and/or
General Manager
SUMMARY:
Responsible for handling the requests and transactions of the hotel guests, and
coordinating with the other departments as necessary, while providing outstanding
guest service.
ESSENTIAL FUNCTIONS:

1. Check guests in and out of the hotel. Make future reservations when necessary
2. Post valet charges and other miscellaneous charges to guest accounts
3. Administer hotel guest payment policies
4. Handle hotel phone system, transfer calls. Take messages for guests as well
   as hotel staff
5. Take, modify and cancel guest reservations, inputting same into PMS,
   noting any special requests
6. Assist in the verification, balancing and revenue maximization of hotel's room
   availability
7. Coordinate with other departments to fulfill guest special requests
8. Communicate hotel facilities and services to guests at check-in
9. Always have a friendly and welcoming demeanor when interacting with our
   guests over the phone and in person
10. Use the L.E.A.R.N Model for all guest recovery incidents that occur (Listen,
    Empathize, Apologize, React, Notify)
11. Answer guest questions regarding local area facilities
12. Responsible for shift cash transactions
13. Responsible for following hotel’s cash handling procedures
14. Responsible for maintaining hotel key security system
15. Responsible for the proper administration of key control for issued keys
16. Responsible for the proper administration of keys left by guests
17. Administer guest safe deposit boxes
18. Fill out maintenance work orders and deliver to supervisor/manager or
    designated area in a timely manner
19. Responsible for knowing all hotel emergency procedures
20. Follow all hotel safety guidelines and requirements
21. Responsible for following all hotel quality assurance standards for department
22. Bring all lost and found items to the supervisor’s or manager’s office for logging
    and storage
23. Accommodate guest special requests courteously
24. Answer guest questions regarding hotel and local area facilities and
25. Inform housekeeping of vacant dirty suites as they become available upon
    checkout
26. Update room status as housekeeping notifies the desk of changes
27. Read and communicate clearly
28. Distribute mail to guest boxes as well as to hotel staff
29. Notify Supervisor, Operations Manager, AGM or General Manager of any
    problems with front desk supplies and/or equipment
30. Maintain an inventory of special guest service items such as roll-aways, cribs,
    irons, etc.
31. Track status of guestrooms used for tours and status of guestrooms in
    maintenance
32. Notify housekeeping and maintenance of any reported problems with
    guestrooms or grounds
33. Carry out any reasonable request by management that I am capable of
    performing

Please note this job description is not designed to cover or contain a
comprehensive listing of activities, duties, or responsibilities that are required of the
employee for this job. Duties, responsibilities, and activities may change at any
time with or without notice.
These duties may require you to frequently bend, lift, carry, twist, push, pull, reach,
kneel, and may require prolonged periods of standing and/or walking. Must be able
to lift, push, and pull a minimum of 50 pounds. You will be trained to perform all of
these functions within the required safety guidelines and expectations. If at any
point you feel you are unable to perform any of these functions, please let your
manager know immediately.

See above.