Front Desk Clerk

Front Desk Clerk – Hotel Equities

Location:

Cedar Rapids, IA

Base pay: $15.00/hr – $20.00/hr

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.

• Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote “preferred” guest program and provide recognition and benefits to all current members.
• Accept payment for guests’ accounts both at the time of registration and ntain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests.
• Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.
• Promptly respond to and resolve guest complaints.
• Answer telephone promptly and properly being polite, courteous, and friendly.
• Take reservations in a friendly, thorough, accurate and efficient manner.
• Perform check-ins in a friendly, thorough, accurate and efficient manner.
• Perform check-outs in a friendly, thorough, accurate and efficient manner.
• Assist guests with luggage upon their arrival to and departure from the hotel.
• Handle messages, wake-up calls, mail, and faxes properly.
• Assist guests’ with laundry/dry cleaning needs.
• Know of incoming VIPs and follow all applicable Company Standard Operating Procedures.
• Perform other assignments as directed by the General Manager.
• Be an enthusiastic, helpful and positive member of the team.
• Be professional, responsible and mature in conduct and behavior.
• Be supportive, encouraging to, and friendly with all co-workers.
• Be self-motivated and use time wisely.
• Maintain open line of communications with each department.
• Respond positively to new ideas and openly accept critical/developmental feedback.
• Maintain effective communication through meetings, log books and bulletins.
• Be available to help other departments in emergency situations.
• Adhere to all work rules, procedures and policies established by the company.
• Properly handle and account for keys; be knowledgeable of policies regarding emergency procedures and security concerns.
• Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available.
• Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; have in-depth knowledge and regularly restock and sell pantry items.
• Increase revenues by offering customers upgraded rooms and promoting hotel amenities and outlets.
• Have full understanding of franchise honors program.
• Ensure all customers establish credit upon check-in; improve timeliness of cash flow by adhering to all established credit and inventory control procedures.
• Verify all information on reservations check-in; name, address, method of payment, etc.
• Retrieve proper name and address verification and proper approval codes for cash and credit card paying customers.
• Identify and record special billing instructions and notify accounting.
• Complete shift closing accurately by getting appropriate approval signatures and authorization codes.
• Adhere to hotel policies regarding the use of cash banks.
• Stay current with developments in the hotel by reviewing the communication log book each shift; update log book for next shift.
• Report potential sales contacts to the sales department.

• High School diploma / Secondary qualification or equivalent.
• Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must possess basic communication skills, both verbal and written.
• Must possess basic computational ability and computer skills.
• Extensive knowledge of the hotel, its services and facilities; general knowledge of the city where hotel is located and its attractions.
• Most work tasks are performed indoors; temperature is…