Front Desk Clerk

As a Front Desk Clerk, you will be responsible for completing arrival and departure transactions for guests checking in/out of the hotel. Additionally, Front Desk Clerks are resources for all guest questions with an upbeat and positive attitude and are the first line of defense when resolving guest complaints. 
Check-in and check-out guests, respond to inquiries and complaints in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all Standard Operating Procedures and Standard of Service. 
Register guests to room while receiving all pertinent information accurately. 
Perform guest registration and room assignments, accommodating special requests whenever possible. Pre-register and block reservations. Take same-day reservations and when necessary, future reservations following hotel rate structures and selling strategies. Handle guest check-in and check-out in accordance with hotel credit and cash handling policies in an efficient and friendly manner. Resolve customer complaints and answer guest inquiries in connection with hotel services, in-house events, directions, local attractions, etc. Troubleshoot all in-room movies / phone / billing problems. Cancel room reservations according to procedures.  Prepare key packets, ensure miscellaneous brochures are fully stocked. Perform other tasks as assigned by supervisor or assistant manager. 
 

• Must be 18 years of age or older   
• Strong Interpersonal and communication skills. 
• Proficiency in a second language would be beneficial. 
• Self-starter with strong problem-solving ability 
• Preferred one year experience in front desk or guest service field; 6 months experience in basic computer knowledge; Team Player 
• Excellent oral and written communication in English; heavy telephone volume; must be able to tolerate secondary smoke 
• Close knit environment, with constant co-worker involvement; must be able to complete several tasks at once with accuracy; must be able to stand for entire shift (an average 8-hour shift). 
• Union Referral

ADDITIONAL REQUIREMENTS

• Ability to perform reaching, stooping and /or crouching motions repeatedly 
• Must be able to communicate verbally 
• Must be able to stand for extended periods of time 
• Must be able to lift 25lbs.   
   

• Process check-in and check-out transactions for guests 
• Assist guests with questions about the city and property 
• Assist guests with booking dinner, show, etc.... when necessary 
• Assists with guest service recovery when possible 
• Always Maintains an Upbeat and Positive attitude 
• Responsible for being appraised of current events in hotel assisting guests 
• Acts a liaison on behalf of the guest to expedite guest requests 
• Maintains a professional and courteous attitude towards all guests (internal and external) 
• Anticipating guests' needs and guest expectations 
• Greets all guests with the proper introduction, and makes them feel welcome; answers telephone promptly, with a pleasant voice; attends to all guest inquiries; maintains accuracy in cashiering; assists guests with problems, complaints or special needs; effectively generates reports according to shift; provides rate information for future or current dates; processes casino status changes on guest folios; attaches needed paperwork to all checked out folios; keeps stations neat and well stocked with supplies.