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The Front Desk Clerk is responsible for providing attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.
Education & Experience:
• College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• High School Diploma or equivalent required.
• Computer experience preferred.
Physical Requirements:
• Flexible and long hours sometimes required.
• Light work – Exerting up to 20 pounds of force occasionally, and/or 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.
Essential:
• Approach all encounters with guests and employees in an attentive, friendly, service-oriented manner.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working.
• Maintain regular attendance in compliance with Expotel Hospitality Service standards, as required by scheduling, which will vary according to the needs of the hotel.
• Comply at all times with Expotel Hospitality Service standards and regulations to encourage safe and efficient hotel operations.
• Maintain a warm and friendly demeanor at all times.
• Employees must at all times be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
• Establish and maintain good communications and team work with fellow employees and other departments within the hotel.
• Greet and welcome all guests approaching the Front Desk in accordance with Expotel Hospitality Service standards.
• Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
• Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• Review Front Office log and Trace File daily.
• Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies.
• Be aware of all rates, packages and special promotions as listed in the Red Book.
• Be familiar with all in-house groups.
• Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Be familiar with hospitality terminology.
• Have knowledge of emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient and courteous manner.
• Use proper two-way radio etiquette at all times when communication with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Be able to complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain and market promotions and guest programs.
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