Front Desk Clerk

REPORTS TO:           Front Office Manager

STATUS:                    Non-Exempt

JOB SUMMARY:      The front desk agent is responsible for the overall guest experience at the hotels. Job duties include providing a warm check-in, check-out, taking phone calls, acting as concierge, completing shift tasks as assigned, and maintaining hotel standards to improve the guest experience from the time they make the reservation and post check-out.

Physical Requirements:

Working Environment:

· Interior of hotel in all areas of hotel. Exposure to hot and cold temperatures

· Exterior of hotel with exposure to weather conditions

DUTIES & FUNCTIONS:

Contribute positively to a collaborative team environment within the Front Office and across all departments

Anticipate and prepare for guest needs, ensuring all requests are handled efficiently and thoughtfully

Participate in ongoing training and development to enhance service delivery and product knowledge

Adhere to all Hotel Valencia Group (and affiliates) policies, procedures, and safety standards to support efficient operations

Maintain reliable attendance and flexibility in scheduling based on business demands

Deliver exceptional guest service by greeting and engaging guests, maintaining a visible and approachable presence at the desk

Proactively assist guests with questions, directions, hotel services, and local recommendations

Demonstrate ownership by resolving guests and associate concerns professionally, thoroughly, and in a timely manner, escalating when appropriate

Maintain a clean, organized, and fully functional front desk environment and equipment

Complete daily shift tasks and required reports to ensure operational readiness and accuracy

Coordinate guest services such as transportation, room escorts (full or partial), and special requests

Communicate effectively with other departments to support seamless guest experiences

Perform additional duties and responsibilities as assigned by Front Office leadership or Manager on Duty

Create memorable, personalized experiences that make each guest feel recognized and valued

Anticipate guest needs before they are expressed whenever possible

Always Uphold the company’s Core Standards, ensuring service is personalized, attentive, and consistent with brand expectations

Always maintain confidentiality of guest and hotel information

ESSENTIAL SKILLS AND QUALIFICATIONS:

Excellent customer service skills

Hospitality experience preferred

Strong English communication and organizational skills

Must be available to work mornings, nights, weekends, and holidays

BENEFITS: 

• Medical, Dental, Life insurance
• Paid Time Off
• Paid Community Service Days
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Valencia Hotel Group (and all its affiliates) is an Equal Opportunity Employer

Valencia Hotel Group provides equal employment opportunities to all persons. The company does not discriminate because of race, color, religion, sex, national origin, disability or ancestry in recruiting, hiring, placement, promotion or any other condition of employment and actively seeks a diverse and representative work force.

CANDIDATE PROFILE

Education and Experience