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

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Secure payment; verify and adjust billing

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Activate and issue room keys

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Process all guest requests and relay messages

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Print contingency lists to have a record of all guests in case of emergency

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Identify and explain room features to guests

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Supply guests with directions and information regarding property amenities, service, and hours of operation, and local areas of interest

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Ensure that any outstanding requests or problems from the previous day receive

priority and are resolved

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Run and review daily reports/logs

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Complete designated cashier and closing reports in the computer system

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Accept and record wake-up call requests and deliver to appropriate department

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Count bank at beginning and end of shift; secure bank

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Process all payment types, adjustments, paid-outs, correction vouchers, and miscellaneous charges; provide change

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Coordinate and handle room assignments and pre-arrivals

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Operate Opera PMS system, target enrollments for IHG Rewards program

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Inventory of gift shop items

PHYSICAL REQUIREMENTS:

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Must be able to move, lift, carry, push, pull and

place objects weighing less than or equal to 25 pounds without assistance

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Must be able to reach overhead and below knees,

including bending, twisting, pulling, and stooping

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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

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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

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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

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Follow all company and safety and security policies and procedures

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Maintain confidentiality of proprietary information

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Ensure adherence to quality expectations and standards

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Welcome and acknowledge all guests according to company standards

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Anticipate and address guests’ service needs

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Speak with others using clear and professional language

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Previous hotel & tourism experience is an asset

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Excellent communication skills

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Professional attitude

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Good organizational skills

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Effective conflict management and decision-making

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Previous experience in customer service is an asset

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Ability to use a variety of computer applications

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Cash handling experience is an asset

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Administrative skills

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Time management skills

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Ability to speak a second language is an asset

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Working knowledge of the facility, services and local area

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Perform any duties as assigned by Front Office Manager