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Front Desk Clerk

posted August 7, 2019

Hilton Garden Inn Austin/Round Rock
Round Rock, TX
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550878 l

About This Job

The Front Desk Clerk is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

  • Resolve guest complaints, ensuring guest satisfaction.
  • Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
  • Maintain positive guest relations at all times.
  • Resolve guest complaints, ensuring guest satisfaction.
  • Maintain complete knowledge at all times of: a) all hotel features/services, hours of operation. b) all room rates, special packages and promotions. c) daily house count and expected arrivals/departures. d) scheduled daily group activities.
  • Obtain assigned bank and ensure accuracy of contracted monies.
  • Keep bank secure at all times.
  • Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
  • Process all guest check-ins.
  • Verify registration card information with the guest.
  • Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
  • Direct Bell Person to escort guest and transport their luggage to the room.
  • Handle overbooked or walked in guests.
  • Accept and record wake-up call requests.
  • Monitor, send and distribute guest faxes.
  • Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
  • Resolve discrepancies on the room status report with Housekeeping.
  • Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
  • Process all check-outs.
  • Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.

Education & Experience:

  • High School Graduate or General Education Degree (GED).
  • One year previous experience in a similar position in a hotel preferred.
  • Customer service experience required. 
  • Basic computer skills required.
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About This Employer

Hilton Garden Inn Austin/Round Rock

2310 North IH35
Round Rock, TX 78681

(512) 341-8200

Oasis of calm at Hilton Garden Inn Austin/Round Rock

Welcome to our Hilton Garden Inn Austin/Round Rock hotel. This stylish and sophisticated Austin hotel offers a tranquil oasis just minutes from downtown Austin/Round Rock. Enjoy comfortable accommodations and a convenient location at this bright and airy Austin hotel. Stay with us to catch a game with the Round Rock Express, AAA affiliate to the Texas Rangers. Or visit the Round Rock Sports Center, located just one block from the hotel. From our oh-so-comfortable beds, to cooked-to-order breakfasts and complimentary WiFi, our Austin/Round Rock hotel has everything you need for a successful and enjoyable stay.

Dine at our Great American Grill® restaurant or grab a quick takeaway meal from our 24-hour Pavilion Pantry®. Choose from a range of refrigerated and microwaveable items to prepare with your convenient, in-room microwave, or simply relax with evening room service in your comfortable guest room. Host a meeting or event in our flexible meeting space, or stay connected in the complimentary business center. Unwind after a long day with a refreshing swim in our outdoor pool, rejuvenate in the fitness center or work out in your room with our Stay Fit Kit®.