Hotel Front Desk Clerk

* FOSSE EXPERIENCE PREFFERED - 3P-11P AND POSSIBLY SOME 11P-7A.

SUMMARY: Responsible for answering and transferring phone calls, checking guests in and out of the hotel, taking reservations and interacting with guests to provide the best quality service possible. Performs sales and customer service functions related to guest registration, reservations, and revenue collections, in a manner that will ensure hotel guests receive a secure place to stay with friendly, attentive service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide exceptional customer service to all hotel guests, making their stay as comfortable and accommodating as possible while achieving team and Brand goals.
• Perform quality assurance (QA) requirements for department.
• Ensures that all policies, procedures, federal, state and local ordinances with regard to personnel, security, cash handling, guest relations and safety are followed.
• Remain highly visible and readily available for guests at all times.
• Assist team with training, supplies and support in order to consistently provide Brand quality service.
• Take initiative to offer assistance or answer questions throughout the hotel.
• Perform night audit to verify all previous Front Desk shift transactions; perform night audit checklist.
• Put all shift work, phone report, restaurant paper work and wakeup call report and printout in an audit pack.
• Walk the property hallways and public areas for safety and security measures.
• Ensure that all exterior doors are locked allowing key access only.
• Maintain proper administration of key control.
• Communicate with General Manager/Assistant General Manager regarding any real or potential emergency situations.
• Communicate pertinent shift information (Group information, current selling strategy, follow-up required for guests or shift responsibilities, etc.) to managers and associates both verbally and in writing via log-book. Update as necessary.
• Verify room status with housekeeping report.
• May have to perform laundry duties.
• May be responsible for the setup and breakdown of the meeting room(s).
• Willingness and ability to train new associates.
• Complete maintenance work orders and deliver to the supervisor in a timely manner.
• Thoroughly understand and implement the Brand service culture.
• Perform all shift checklist responsibilities.
• Support team members to ensure the team’s entire workload is completed daily.

Knowledge, Skills and Abilities:

• Ability to maintain confidentiality of business and financial matters and information related to the property, owner(s), partners, guests, associates, etc.
• Good interpersonal skills. Ability to work in a courteous, tactful and patient manner with other associates, management, guests, vendors, suppliers, and other members of the general public conducting business with the property.
• Ability to communicate effectively verbally and in writing and good telephone skills.
• Ability to work in a fast-pace, high-energy and demanding work environment.
• Basic knowledge of hotel operations or ability to learn quickly.
• Ability to work as a team player with all levels of associates.
• Dedicated, hard-working, self-motivated.
• Good time management skills; ability to prioritize and coordinate details; ability to multi-task.
• Flexibility to adjust work priorities as necessary.
• Practice safety standards at all times.

SPECIAL REQUIREMENTS:

• Prompt and regular attendance.
• Work flexible hours and/or overtime as required. The hotel operates 7 days a week, 24 hours a day. Department schedules must accommodate fluctuating business demands and associates may be asked to work shifts other than those they prefer or normally work and overtime as required.
• Comply with hotel and/or department uniform and professional behavior and appearance standards.
• Carry out all reasonable requests by team leaders and managers and act as a team player with all levels of staff.
• Participate in all mandatory job training and meetings.
• Ability to successfully complete brand standard training including brand service training.
• Adhere to property policies and procedures, the Employee Handbook, and/or other property documents.
• Immediately report any suspicious activities by guests or others.
• Responsible for own continuous training/personal development, especially professional hospitality skills and proactive approaches to solve guest or hotel concerns.
• Use empowerment to exceed associate/guest expectations and resolve conflicts.
• Answer phone within 3 rings using proper Brand Standards greeting and etiquette.

Job Type: Full-time

Pay: $11.00 per hour

Benefits:

• Employee discount

Schedule:

• 8 hour shift
• Evening shift
• Every weekend
• Holidays
• Night shift

Work setting:

• In-person

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel Experience: 1 year (Required)
• Front Desk: 1 year (Preferred)

Shift availability:

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

Work Location: In person