Front Desk Clerk

JOB SUMMARY

To ensure appropriate checking in and checking out of guests and providing services to these guests in a courteous and professional manner.

PHYSICAL REQUIREMENTS:

• Standing/Walking: 8 hours. At front desk tile or carpet.
• Crouching (Bend at knees): Frequently. When getting supplies from cabinets, picking things up from the floor, and loading the computer printer with paper.
• Stooping (bend at waist): Constantly. Getting keys, supplies, and doing paperwork on the front desk.
• Twisting (knees/waist/neck): Constantly. When working with several people at once; watching for guests; retrieving material.
• Reaching (overhead/extension): Constantly. Passing materials to guests over the front desk counter.
• Handling/Grasping: Constantly. Handling telephones, folios, files, fares, supplies, keyboards, grasping pens, telephones, and credit card.
• Pushing/Pulling: Average weight frequently 5 lbs. Maximum weight occasionally 20 lbs.
• Lifting/Carrying: Average weight frequently 5 lbs. Maximum weight occasionally 20 lbs

WORKING ENVIRONMENT:

Interior and exterior of hotel with exposure to weather conditions

DUTIES & FUNCTIONS:

• To be thoroughly acquainted with all check-in procedures and policies.
• To be thoroughly acquainted with all check-out procedures and policies.
• Be familiar with guest scenarios.
• Be familiar with all technical equipment as related to the Front Desk.
• To be familiar with all hotel facilities.
• To be familiar with general organization set-up.
• To be familiar with the inter-relationship between the different departments.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
• Manage and resolve all guest complaints (and compliments) in a professional and courteous manner.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Maintain guest accounts: guest checks, master accounts, vouchers, gift certificates, etc...
• Must have the ability to assimilate complex information, data etc from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
• Maintain regular attendance in compliance with Lone Star Court standards, as required by scheduling which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance, demeanor, and grooming; which includes wearing the proper uniform while working.
• Comply at all times with Lone Star Court Standards and regulations to encourage safe and efficient hotel operations.
• Check guests into or out of hotel.
• Confirm credit and payment method at check in.
• Confirm full payment at check out.
• Log all requests, confirm completion and follow up.
• Direct guests to daily functions within hotel.
• Complete bucket check.
• Initiate and monitor shift check lists for proper completion of tasks.
• Provide effective communication to all departments of guest activity.
• Respond to all guest needs and requests in a timely manner.
• Effectively coordinate relocation of guests when necessary.
• Review PMS inventory and House Count for availability and rates.
• Book reservations for day of arrival or future stays.
• Balance and prepare individual paper work for closing of shift.
• Balance bank daily.
• Be thoroughly acquainted with all hotel promotional programs.
• Run copies and charge guests as needed.
• Send faxes, if needed, and charge guests as needed.
• Run daily arrival report and mark registration cards for special requests.
• Distribute packages and mail to guest services for delivery or inform guest of receipt.
• Stock and clean work space for next shift
• Distribute billing reports to Hotel outlets.
• Block business tours and notify housekeeping.
• Run PBX board as necessary.
• Load PMS, PBX, PC, Folio, as necessary.
• Other duties as required.