Front Desk Clerk

SPECIFIC JOB DUTIES

• To at all times display a “can-do” attitude when working with co-workers, managers, and GUESTS!
• Performs shift A and shift B efficiently and accurately: completes all items on daily checklists; maintains a $400.00 cash drawer balance; maintains accurate logs and reports; performs posting charges, payments, adjustments to guest folios; performs a bucket check; balance and closes all accounts and cash at the end of each shift
• Ensures a seamless arrival and departure of all guests: effectively prepares for all guest arrivals daily, checks-in/checks-out guests following all hotel and brand requirements, utilizes and updates CRM report to ensure best guests receive all requested and required amenities during each stay, utilize guest dossier
• Operates hotel switchboard: make reservations following hotel and brand requirements, transfer incoming calls appropriately, deliver wake-up calls
• Effectively communicates with team members and guests: maintains ongoing communication with fellow front desk clerks, other departments and MOD’s; provides a Guest of the Moment on a daily basis; completes courtesy call back and any follow-up with and guest request or complaint; Contacts MOD’s when a compliment or complaint occurs; provides information to guests inquiring about local area restaurants, attractions, directions, etc.; ensures delivery of guest messages, faxes, mail and packages, maintains privacy of guest information 
• Actively promotes an OPOG/CRM Culture: actively promotes an OPOG/ CRM Culture with each and every guest by providing highest possible level of customer service, uses the CRM logs and CRM tool box provided to outrageously please our guests, provides detailed information of the complaint/compliment from the guest as well as how you “wowed” or “thanked” the guest on the CRM Log, utilizes the 100% suite assurance promise effectively
• Files end of month paperwork: files all required paperwork for end of month, prepare boxes to be stored in records room 
• Inventory front desk supplies: accurately records counts for all front desk supplies, stores and keeps supplies neatly in appropriate locations, alert responsible persons about shortages in inventory 
• Assists in updating all logs and checklists as needed per managements request, ensure all documentation is stored in central locations, communicate any updates to all managers as needed 
• Completes and utilizes “quick fix” cross training in maintenance to better serve guests by completing maintenance training, and assisting guests with basic maintenance requests as needed 
• Update and add listings to hotel directory to include all pertinent information needed for the guests, remove listings as needed 
• Give a tour in event sales manager is not on property: show suite and public areas applicable to guests needs, get all contact information from guest and communicate to sales department 
• Update tax exemptions: track exemptions, adjust taxes as needed 
• Maintain Front desk area and equipment: perform preventative maintenance on FD workstations and equipment, clean shelves, drawers and counters in FD area as needed, keep FD area neat and stocked 
• Check high balance report, room balance report, and rate report to ensure accuracy
• Handle billing inquiries: be able to assist guests calling with  billing issues/concerns, make any corrections to incorrect bills 
• Participates in Extended Stay Touch Program: sends letter/note to extended stay guests 
• Participates in creating an I AM SALES Culture: turns in sales leads to the sales department, delivers the highest level of service to all guests to help build loyalty, thanks guests for staying and asks them to return
• Records any maintenance work orders on the maintenance log as needed 
• Follows lost and found procedures 
• Responds to fire and emergency procedures by following required procedures 
• Maintains confidentiality for the safety of our guests 
• Follows all safety and security procedures to ensure a secure environment for guests and team members alike
• Uses equipment safely and follows all safety regulations 
• Keeps a neat and organized work environment and takes proper care of equipment 
• Participates in staff and department meetings and Homewood Huddle
• Any and all additional duties as assigned by Operations Manager, Assistant General Manager, General Manager or MOD

Required qualifications:

• 18 years or older
• Legally authorized to work in the United States