Front Desk Clerk - Residence Inn North​/Silicon Valley

Job Location:

SAN JOSE, CA 95002. Salary Range: $22.00 - $22.00 Hourly.

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.

• Check guests in and out of the hotel.
• Make future reservations when necessary.
• Post valet charges and other miscellaneous charges to guest accounts.
• Administer hotel guest payment policies.
• Handle hotel phone system, transfer calls. Take messages for guests as well as hotel staff.
• Take, modify and cancel guest reservations, inputting same into PMS, noting any special requests.
• Assist in the verification, balancing and revenue maximization of hotel's room availability.
• Coordinate with other departments to fulfill guest special requests.
• Communicate hotel facilities and services to guests at check-in.
• Always have a friendly and welcoming demeanor when interacting with our guests over the phone and in person.
• Use the L.E.A.R.N Model for all guest recovery incidents that occur (Listen, Empathize, Apologize, React, Notify).
• Answer guest questions regarding local area facilities.
• Responsible for shift cash transactions.
• Responsible for following hotel's cash handling procedures.
• Responsible for maintaining hotel key security system.
• Responsible for the proper administration of key control for issued keys.
• Responsible for the proper administration of keys left by guests.
• Administer guest safe deposit boxes.
• Fill out maintenance work orders and deliver to supervisor/manager or designated area in a timely manner.
• Responsible for knowing all hotel emergency procedures.
• Follow all hotel safety guidelines and requirements.
• Responsible for following all hotel quality assurance standards for department.
• Bring all lost and found items to the supervisor's or manager's office for logging and storage.
• Accommodate guest special requests courteously.
• Answer guest questions regarding hotel and local area facilities.
• Inform housekeeping of vacant dirty suites as they become available upon checkout.
• Update room status as housekeeping notifies the desk of changes.
• Read and communicate clearly.
• Distribute mail to guest boxes as well as to hotel staff.
• Notify Supervisor, Operations Manager, AGM or General Manager of any problems with front desk supplies and/or equipment.
• Maintain an inventory of special guest service items such as roll-aways, cribs, irons, etc.
• Track status of guestrooms used for tours and status of guestrooms in maintenance.
• Notify housekeeping and maintenance of any reported problems with guestrooms or grounds.
• Carry out any reasonable request by management that I am capable of performing.