REQUIREMENTS
JOB OVERVIEW
Reports to: Front Desk Supervisors and Front Desk Manager
The job of a Front Desk Clerk is to greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet Sea Mist’s high standards of quality.
QUALIFICATIONS
· Prior cash handling experience necessary.
· High School graduate or G.E.D. equivalent.
· Ability to communicate effectively with the public and other employees.
· Read, write and speak English fluently.
At the Sea Mist Ocean Front Resort, we want our guests to relax and be themselves which means we need you to:
· Be you by being natural, professional and personable in the way you are with people
· Get ready by taking notice and using your knowledge so that you are prepared for anything
· Show you care by being thoughtful in the way you welcome and connect with guests
· Take action by showing initiative, taking ownership and going the extra mile
Performance Standards
· CUSTOMER SERVICE: Meet service quality standards that affect guest satisfaction; respond to guest questions or problems in a timely, professional manner.
· WORK HABITS: Meet the hotel standards for work procedures, dress, grooming, attendance, and punctuality; report to work and return from breaks on time; give advance notice when absence is anticipated; require typical amount of supervision; accept work assignments without complaints.
· PERSONAL DEVELOPMENT: Accept opportunities to learn new skills, improve performance or cross-train for other hotel positions; solve routine problems that occur on the job; ask questions when not sure how to complete something; learn new skills as quickly as most others in the same job.
· SAFETY AND SECURITY: Be alert to hazards and responsible in carrying out hotel’s safety, security, and emergency procedures; suggest ways to improve safety conditions that reduce or prevent accidents and injuries; participate on safety committee or other special projects for safety; actively seek and report potential security risks or hazardous conditions.
· FRONT DESK OPERATIONS: Follow the hotel’s recommended guest arrival and departure procedures; understanding of computer-based front desk systems is sufficient to perform the primary responsibilities of the job; answer guests’ questions about the hotel services and amenities.
ESSENTIAL FUNCTIONS
· Constantly. Answer guest questions and offer information and assistance.
· Constantly. Answer telephones.
· Constantly. Greet, register, and assign rooms to confirmed guests.
· Constantly. Issue room keys and give directions to hotel room and resort amenities.
· Constantly. Greet and sell accommodations to walk-ins, process to check-in.
· Constantly. Communicate with other departments to fulfill guest needs.
· Constantly. Maintain work area neat and organized.
· Constantly. Maintain key security.
· Constantly. Maintain and be responsible for a cash drawer.
· Constantly. Report all unsafe conditions immediately.
· Constantly. Update information in the computer systems as needed (i.e., post charges).
· Frequently. Complete other duties as assigned by supervisor to include cross training.
· Occasionally. Attend all mandatory meetings.
· Occasionally. Follow checklist for required duties and timelines.
· Occasionally. Read, pass on log and communicate with previous shift.
· Occasionally. Run reports and complete them, i.e., high balance, cash basis, etc.
PHYSICAL REQUIREMENTS
· SITTING: Rarely.
· STANDING/WALKING: Constantly. At the front desk on tile or carpet.
· CROUCHING (BEND AT KNEES): Frequently. When getting supplies from cabinets, picking things up from floor and loading the printers with paper.
· KNEELING/CRAWLING: Rarely.
· STOOPING (BEND AT WAIST): Constantly. Getting keys, supplies and doing paperwork on the front desk.
· TWISTING (KNEES/WAIST/NECK): Constantly. Working with several people at once; watching for guests; retrieving materials.
· CLIMBING: Rarely.
· BALANCING: Rarely.
· LEG/FOOT USE: Rarely.
· REACHING (OVERHEAD/EXTENSION): Constantly. Passing materials to guests over the front desk counter.
· HANDLING/GRASPING: Constantly. Handling telephones, folios, files, supplies, keyboards, grasping pens, telephones and credit cards.
· FINGERING/FEELING: Constantly. Computer keyboard.
· PUSHING/PULLING: Occasionally. Average weight: 5 lbs.; maximum weight: 20 lbs.
· LIFTING/CARRYING: Occasionally. Average weight: 5 lbs.; maximum weight: 20 lbs.
· OTHER PHYSICAL DEMANDS: Rarely.
USE OF SENSES
· TALKING IN PERSON: Frequently. With guests, public and employees.
· TALKING ON TELEPHONE: Frequently. With guests, public and employees.
· OTHER SPEECH REQUIREMENTS: Occasionally. Using 2-way radios.
· HEARING IN PERSON: Frequently. With guests, public and employees.
· HEARING ON TELEPHONE: Frequently. With guests, public and employees.
· OTHER HEARING REQUIREMENTS: Occasionally. Using 2-way radios and pagers.
· NEAR VISION: Constantly. Corrected to 20/40 for paperwork and computer work.
· FAR VISION: Constantly. Corrected to 20/40.
· DEPTH PERCEPTION: Rarely.
· COLOR VISION: Rarely.
· FULL FIELD VISION: Rarely.
· SMELL: Frequently. Detect potential hazards and odors.
MENTAL REQUIREMENTS
· INTERACTION WITH OTHERS/COMMUNICATIONS SKILLS: Constantly. Professionally deal with difficult situations/people.
· DEADLINES/SHIFT WORK/OVERTIME: Constantly. Meet deadlines as required. Meet multiple priorities of business demands. Adjust to schedule changes and cover shifts on short notice.
· FLEXIBILITY: Frequently. Need to work a variety of hours. Varied tasks under varied conditions.
· PACE: Frequently. Must change pace as business demands.
· HIGHLY REPETITIVE WORK: Frequently. Doing the same procedures.
· ATTENTION TO DETAIL: Constantly. Moving rooms in property management system, credit information, group instructions and filling out reports.
· OTHER PSYCHOLOGICAL DEMANDS: Frequently. Work with guests who may have demands or expectations, which cannot be met due to the lack of equipment or the facility.
ENVIRONMENTAL SETTING
· SAFETY REQUIREMENTS (I.E., CLOTHING, SAFETY EQUIPMENT REQUIRED, ACTIVITIES PERFORMED): Constantly. Adhere to safety standards and procedures.
· EXPOSURES (FUMES, CHEMICALS, VIBRATIONS, HUMIDITY, COLD, HEAT, DUST, NOISE): Constantly. Exposed to computer printer noise and telephone noise. Visually exposed to computer monitors.
· OPERATION OF EQUIPMENT/TOOLS/VEHICLES: Constantly. Operating keyboards, key machines, printers and other office equipment.
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