Hotel Front Desk Clerk

The Front Desk Clerk is the first and last point of contact for guests at The Academy Hotel. This role is responsible for delivering exceptional customer service, managing guest reservations, resolving concerns professionally, and maintaining a welcoming and efficient front desk environment. The ideal candidate thrives in fast-paced settings, communicates clearly and confidently, and remains calm under pressure.

Key Responsibilities

• Greet guests warmly and professionally upon arrival and departure
• Check guests in and out efficiently while ensuring accuracy of reservations and payment information
• Accept, modify, and manage reservations in person, by phone, and through the property management system
• Provide clear information regarding hotel amenities, policies, local attractions, and directions
• Handle guest requests, complaints, and concerns using effective de-escalation and resolution techniques
• Maintain a calm, professional demeanor during high-pressure or high-volume periods
• Work collaboratively with housekeeping, maintenance, and management to ensure guest satisfaction
• Accurately process payments, post charges, and balance assigned cash drawer per shift
• Monitor lobby activity to ensure safety, cleanliness, and a positive guest experience
• Follow hotel brand standards, policies, and safety procedures at all times