Front Desk Agent

Baltimore Harbor Hotel

The Front Desk Clerk is a member of the Front Office team. S/he are responsible for: maintaining and promoting hospitality at all times; welcoming and serving guests in a courteous, efficient and friendly manner, both face-to-face and on the phone. As part of this job, this individual is required to: demonstrate good computer skills; accurately handle cash and charges; stand for long periods of time; present a friendly, outgoing, energetic and guest service oriented demeanor.

This position requires a Pre-Hire Assessment as part of the application process. For best results we recommend you complete the assessment in one seating without any interruptions or distractions and therefore advise that you begin the application process when you can dedicate 20-30 minutes of uninterrupted time to apply for this opening.

Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all SOPs and LSOPs.

ESSENTIAL FUNCTIONS:

1. Handle guest registration and room assignments, accommodating special requests whenever possible. (10%)

2. Pre-register, block reservations and take same day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies. (10%)

3. Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in a efficient and friendly manner. (50%)

4. Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc. (15%)

5. Cancel room reservations according to procedures. (5%)

6. Walk customers in a professional and courteous manner according to procedures. (5%)

NON-ESSENTIAL FUNCTIONS: (5%)

1. Inventory guest room keys according to policy and request re-keying as necessary.

2. Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservationist.

3. Verify registration cards against computer to ensure accuracy of name, type of payment, rate, market segment.

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INTERSTATE HOTELS & RESORTS

JOB DESCRIPTION

JOB TITLE: Front Desk Clerk

REPORTS TO: Front Desk Supervisor

Knowledge and Skills:

Education: High School education or equivalent experience.

Experience: Experience required by position is from three months to one full year of employment

in a related position with this Company or other organizations.

Skills and Abilities: Requires a working knowledge of the Front Desk aspect of Interstate's services, policies or operations and a general knowledge of the hotel. Working knowledge is generally learned on-the-job.

Requires knowledge of and ability to operate computer equipment and the reservations system.

Ability to read and speak English. Second language is preferred.

No. of employees supervised: None.

Travel required: None.

Hours Required: 8 hour shift; Scheduled days and times may vary based on need.

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JOB TITLE: Front Desk Clerk LOCATION:

ENVIRONMENT

Physical Job Requirements

(for essential functions only)

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Lifting/Pushing/Pulling/CarryingDescribe the type(s) of required lifting, pushing, pulling, and/or carrying to include objects, weights and frequency.

25% of shift pulling out cash draw, key draw and safety deposit boxes.

No Lifting/Pushing/Pulling/Carrying Required.

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Bending/KneelingDescribe the type(s) of required bending and/or kneeling to include when, why and how often.

25% of shift to retrieve safety deposit boxes and cash draw.

No Bending/Kneeling Required.

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MobilityDescribe the type(s) of mobility required to include distances and % of time involved.

5% of shift to retrieve messages and guest mail.

Stationary Position

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Continuous StandingDescribe the reasons to include time period and frequency.

95% of shift continuous standing attending to customers.

No Continuous Standing Required.

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Climbing Stairs: Up to approx. steps % of (time period)

Ladders: Up to approx.______feet______% of_____________

(time period)

X No Climbing Required.

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DrivingDescribe type of vehicle, distances, % of time involved and frequency.

X No Driving Required.

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Work Environment Inside: 100 % of 8 hr shift

(time period)

Outside: % of

(time period)

Describe any abnormal temperature exposures:

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JOB TITLE: Front Desk Clerk LOCATION:

ENVIRONMENT

Physical Job Requirements

(for essential functions only)

==================================================================

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Hearing Critical X Moderate Minimal

Explain: One-on-one communication with guests

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Vision Critical X Moderate Minimal

Explain: Read reports, verify reservations, work with computers

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Speech Critical X Moderate Minimal

Explain: One-on-one communication with guests

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Literacy X Critical Moderate Minimal

Explain: Read reports, reservations, analyze, investigate.

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Chemicals/Agents Describe any chemicals/agents to include what they are, warnings and frequency of use.

X No Chemicals/Agents Used.

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Protective Clothing Type:

Approx. % of

(time period)

X None Required.

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Equipment Operation List type of equipment and frequency of use.

Computer use 75% of shift, Telephone use 25% of shift, Computer printer 25% of shift, Calculator 10% of shift.

None Required.

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Other Considerations

None.

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Additional Information

Sheraton Baltimore City Center Hotel offers a great location for business and pleasure. Located directly across from the 1st Mariner Arena and only 2.5 blocks from the Baltimore Convention Center. Baltimore's fun, beautiful, and historic Inner Harbor is only three blocks away.

The Sheraton Baltimore City Center Hotel features 706 spacious guest rooms and suites as well as a full fitness center and outdoor pool. Shula's 2 is a casual restaurant open from 6:30 AM - 2:00 AM. is accessible to Sheraton Club guests and offers complimentary breakfast, evening hors d’oeuvres and features a 42" Plasma HDTV. Vibrant neighborhood alive with activities, including the Hippodrome Theatre, Camden Yards, Ravens Stadium, National Aquarium, and Maryland Science Center. There is a wide variety of top restaurants and shops to explore.

Interstate Hotels & Resorts is an EEO/AA/Minorities/Females/Disabled/Veterans employer