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Front Desk Clerk

Job in Auburn - De Kalb County - IN Indiana - USA
Company: Comfort Suites
Full Time, Part Time position
Listed on 2019-05-22
Job specializations:
  • Hotel Work
    Concierge, Hotel Front Desk
  • Hospitality
    Entry Level Hospitality, Guest Services
Job Description & How to Apply Below
Looking for a Front Desk Clerk.
The Guest Experience Representative/Hotel Front Desk Clerk is responsible for providing efficient and exceptional service to a wide variety of individuals on a daily basis; including, guests, potential guests, vendor partners and Choice Privileges team members. Shifts will vary and be a mixture of 7am-3pm, 3pm-11pm, 11pm-7am shifts. We are open 24/7/365 so you must have open availability.
A key responsibility of this position is to create Here For You experiences which leave our guests and potential guests feeling assured, settled in and optimistic about Choice Privileges . These experiences can be delivered through a variety of activities, including: welcoming our guests, extending recognition to loyal guests and military members, providing an accurate and efficient check in/check out process, promoting the Choice Privileges Returns program, assisting guests during their stay with questions or concerns and providing exceptional service to individuals contacting the hotel via phone. Individuals in this role must adhere to the company’s standards and procedures in order to deliver a consistent guest experience across the brand while complying with all safety, security and quality measures.
ESSENTIAL JOB FUNCTIONS:
Provide all guests (including groups) with a friendly, accurate and efficient check-in / check-out process while following the company’s policies and procedures. Prepare for check-ins before the guest arrives by using the arrivals grid, preparing express check-ins, and planning for group arrivals. Ensure the front desk/lobby areas remain clean, organized and ready to greet guests.
Verify and collect guest payments and identification, ensuring all procedures are followed to protect sensitive guest information including identity and credit card information. Process all financial transactions with strict adherence to defined procedures.
Operate the hotel key control system while strictly following all key safety & security procedures.Place timely welcome calls to ensure each check-in guest has arrived to a freshly clean, inviting room with all amenities working. Set up wake-up calls as requested by guests to ensure they wake up refreshed and ready to take on the day.
Promote the Choice Privileges Returns loyalty program to any non-enrolled guests. Accurately process enrollments for guests joining the program and correctly deposit points into eligible Returns accounts.
Answer the hotel phone in a manner which provides a genuine Here For You experience to every caller. Listen, identify and resolve the caller’s need(s). Properly and efficiently transfer calls as necessary. Route calls to guest rooms according to the company’s policies which ensure sensitive guest information and privacy is maintained.
Provide a warm and friendly experience to potential guests inquiring about hotel reservations by focusing on the guest’s need, asking for the sale, entering and confirming the reservation details, providing the cancellation policy and offering to enroll the guest in the Returns program. Complete shift checklist(s) to ensure the hotel information is updated and team members are prepared for the daily activities. Maintain room status inventory.
Provide guests with clear directions and recommendations for local points of interest including restaurants, shopping, local attractions, etc. Ensure guests are aware of available hotel services. Sense and respond to all guest concerns or requests in a manner which leaves the guest feeling assured and optimistic about staying with Comfort Suites again. Escalate issues in a timely and appropriate manner to a supervisor or manager when necessary. Notify the hotel manager of all guest concerns to ensure proper follow-up. Properly record guest concerns using the Problem Resolution Log.
Stock and restock breakfast items such as food, drink and supplies as necessary to ensure guests have a consistent selection of items which are displayed in an appealing, clean and organized manner consistent with company standards, food handling guidelines and regulations. Ensure eating area is clean and inviting at all times.
Where applicable, assist guests with Bright Side Market purchases and accurately post charges to the guest folio.
When assigned, conduct Night Audit procedures in a timely, accurate, complete and efficient manner while ensuring 24/7 front desk presence and Here For You service to our guests.
Remain flexible and willing to work in other areas of the hotel as needed to ensure the hotel delivers a consistent Here For You experience for every guest.
Job Types: Full-time, Part-time Salary: $9.00 to $15.00 /hour
Position Requirements
Less than 1 Year work experience
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