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