Front Office Clerk

About the position

This position is responsible for checking in and out guests, delivering messages, handling complaints, disseminating information, making reservations and answering/routing calls as needed. The Agent is often the first encounter a guest has with the hotel staff and is thus very influential in creating the first impression of the hotel. Looking for candidates with exceptional customer service and communication skills.

Responsibilities

• Enhances the guest experience by providing exceptional service.
• Responds to inquiries regarding property - i.e., directions to property, players club, entertainment, hours of operation of venues, etc.
• Relays 'guest requests' to appropriate staff.
• Enters text messages for guests into the property's management system as requested, relay guest messages.
• Ensures calls are answered promptly and in accordance with department standards.
• Follows established emergency procedures and acts as a communications link in emergency situations.
• Answers fax and email inquiries.
• Confirms and modify reservations.
• Ensures that proper sales techniques and strategies are utilized to maximize occupancy, rates and revenue.
• Greets, registers, assigns rooms, and issues keys to arriving guests.
• Assists guests in fulfilling their requests - room changes, extra amenities, etc.
• Makes and confirms reservations.
• Posts charges to guest folios.
• Assists guests in resolving complaints.
• Maintains a cash bank, cash checks, issue change.
• Receives cash, checks, and credit cards for payment of services.
• Processes complimentary transactions with supporting documentation.
• Processes and submit end-of-shift reports.
• Contacts Housekeeping and Facilities department when guests report room issues.
• Reviews folios with guest ensuring accuracy; perform checkout.
• Adheres to department and property policies and procedures.
• Offers luggage assistance.
• Completes thorough bucket checks of all arriving, departing, in-house reservations. Corrects mistakes.
• Maintains knowledge of current marketing promotions and events.
• Maintains knowledge of and sells the Sounds of Your Stay Program (Tracks, Picks, Mix).
• Enters and delivers guest wake-up calls. Offers a follow-up wake-up call.
• Enters reservations via fax, email, and as per management.
• Disseminates information to guests about the property and local area.
• Sends and delivers guest faxes.
• Performs Concierge duties as required.
• Answers incoming phone calls, routing as needed.
• Processes reservation calls; checking availability; quoting rates; detailing property amenities; closing sales and entering reservations into the property management system.
• Maintains knowledge of property information & memorabilia.

Requirements

• High school diploma or GED
• Must project a professional and positive image.
• High energy level.
• Proficiency in typing.
• Excellent non-verbal communication skills - good posture, able to establish eye contact, and positive body language.
• Ability to handle and carry out instructions.
• Ability to deal with people in a manner that shows sensitivity, tact, and professionalism.
• Must be able to maintain composure under stress in a fast-paced work environment.
• Must be able to stand for long periods of time.
• Basic reading and math skills.
• Ability to work a flexible schedule.
• Excellent interpersonal and communication skills.
• Must be able to communicate clearly and effectively with all employees and guests.
• Ability to understand and promulgate written memos, instructions, regulations.
• Bilingual is a plus.

Benefits

• Competitive Salary with annual performance reviews
• Comprehensive health coverage plan that includes medical, dental, and vision
• 401(K)/ Company Match
• Access Perks and Childcare discounts