Front Desk Clerk - Residence Inn North​/Silicon Valley

Position: Front Desk Clerk - Residence Inn  North/Silicon Valley
SUMMARY:

Responsible for handling the requests and transactions of the hotel guests, and coordinating with the other departments as necessary, while providing outstanding guest service.

ESSENTIAL FUNCTIONS:

1. Check guests in and out of the hotel. Make future reservations when necessary
2. Post valet charges and other miscellaneous charges to guest accounts
3. Administer hotel guest payment policies
4. Handle hotel phone system, transfer calls. Take messages for guests as well as hotel staff
5. Take, modify and cancel guest reservations, inputting same into PMS, noting any special requests
6. Assist in the verification, balancing and revenue maximization of hotel's room availability
7. Coordinate with other departments to fulfill guest special requests
8. Communicate hotel facilities and services to guests at check-in 9. Always have a friendly and welcoming demeanor when interacting with our guests over the phone and in person 10. Use the L.E.A.R.N Model for all guest recovery incidents that occur (Listen, Empathize, Apologize, React, Notify) 11. Answer guest questions regarding local area facilities 12. Responsible for shift cash transactions 13.

Responsible for following hotel’s cash handling procedures 14. Responsible for maintaining hotel key security system 15. Responsible for the proper administration of key control for issued keys 16. Responsible for the proper administration of keys left by guests 17. Administer guest safe deposit boxes 18. Fill out maintenance work orders and deliver to supervisor/manager or designated area in a timely manner 19.

Responsible for knowing all hotel emergency procedures 20. Follow all hotel safety guidelines and requirements 21. Responsible for following all hotel quality assurance standards for department 22. Bring all lost and found items to the supervisor’s or manager’s office for logging and storage 23. Accommodate guest special requests courteously 24. Answer guest questions regarding hotel and local area facilities and 25.

Inform housekeeping of vacant dirty suites as they become available upon checkout 26. Update room status as housekeeping notifies the desk of changes 27. Read and communicate clearly 28. Distribute mail to guest boxes as well as to hotel staff 29. Notify Supervisor, Operations Manager, AGM or General Manager of any problems with front desk supplies and/or equipment 30. Maintain an inventory of special guest service items such as roll-aways, cribs, irons, etc.

31. Track status of guestrooms used for tours and status of guestrooms in maintenance 32. Notify housekeeping and maintenance of any reported problems with guestrooms or grounds 33. Carry out any reasonable request by management that I am capable of performing