Front Desk Clerk
Job Title: Front Desk Agent
Department: Front Office
Reports To: Front Office Management Team
MAJOR FUNCTION:
RESPONSIBILITIES:
Greeting guest and providing excellent customer
Organize, confirm, process, and conduct all guest check-ins/check-outs, room
reservations, requests, changes, and cancellations
Secure payment; verify and adjust billing
Activate and issue room keys
Process all guest requests and relay messages
Print contingency lists to have a record of all guests in case of emergency
Identify and explain room features to guests
Supply guests with directions and information regarding property amenities, service, and hours of operation, and local areas of interest
Ensure that any outstanding requests or problems from the previous day receive
priority and are resolved
Run and review daily reports/logs
Complete designated cashier and closing reports in the computer system
Accept and record wake-up call requests and deliver to appropriate department
Count bank at beginning and end of shift; secure bank
Process all payment types, adjustments, paid-outs, correction vouchers, and miscellaneous charges; provide change
Coordinate and handle room assignments and pre-arrivals
Operate Opera PMS system, target enrollments for IHG Rewards program
Inventory of gift shop items
PHYSICAL REQUIREMENTS:
Must be able to move, lift, carry, push, pull and
place objects weighing less than or equal to 25 pounds without assistance
Must be able to reach overhead and below knees,
including bending, twisting, pulling, and stooping
Must be able to stand, sit, or walk for an extended
period of time
OTHER REQUIREMENTS:
Ensure uniform and personal appearance are clean and professional
Regular attendance in conformance with Meyer Jabara standards is essential to the successful performance of this position; employees with irregular attendance
will be subject to disciplinary action, up to and including termination of
employment
Due to the cyclical nature of the hospitality industry, employees may be required
to work varying schedules to reflect the business needs of the hotel
Follow all company and safety and security policies and procedures
Maintain confidentiality of proprietary information
Ensure adherence to quality expectations and standards
Welcome and acknowledge all guests according to company standards
Anticipate and address guests’ service needs
Speak with others using clear and professional language
Previous hotel & tourism experience is an asset
Excellent communication skills
Professional attitude
Good organizational skills
Effective conflict management and decision-making
Previous experience in customer service is an asset
Ability to use a variety of computer applications
Cash handling experience is an asset
Administrative skills
Time management skills
Ability to speak a second language is an asset
Working knowledge of the facility, services and local area
Perform any duties as assigned by Front Office Manager