Front Desk Clerk | Inn & Suites South Lubbock, TX

Job Purpose:

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 the "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, deposit receipts, and create accurate daily reports.
• Cash checks and exchange currency for guests.
• Issue keys 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.
• Be friendly, thorough, accurate and efficient in taking reservations.
• Be friendly, thorough, accurate and efficient in performing check‑ins.
• Be friendly, thorough, accurate and efficient in performing check‑outs.

Greet and seat all guests and ensure a quality dining experience.

• Responsible for greeting every guest with a smile and positive attitude.
• Ensure that all guests are dealt with in a professional, consistent manner; handle difficult situations diplomatically.
• Provide a safe working environment by ensuring compliance with safety programs, Health Department requirements, and job safety analysis.
• Maintain and enforce sanitation laws and safety standards for anyone entering the kitchen and restaurant area.

• Assist guests with luggage upon arrival and departure.
• Use guests’ names.
• Be knowledgeable and helpful about the local area, the hotel, and hotel services.
• Handle messages, wake‑up calls, mail, and faxes properly.
• Assist guests with laundry/dry‑cleaning needs.
• Know of incoming VIPs.
• 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 understanding, encouraging, and friendly with all co‑workers.
• Be self‑motivated and use time wisely.
• Maintain open lines of communication with each department; communicate pertinent information.
• Respond positively to new ideas.
• 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, including but not limited to those in the associate handbook.
• Possess safety and security skills: properly handle and account for keys; be knowledgeable about emergency procedures and security concerns; aggressively seek and react to opportunities to sell rooms, including re‑rents and last‑minute rooms.
• Have comprehensive knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; regularly restock and sell pantry items; increase revenues by offering upgraded rooms and promoting hotel amenities.
• Have full understanding of the franchise honors program.
• Ensure all customers establish credit upon check‑in; adhere to all established credit and inventory‑control procedures.
• Verify all reservation details at check‑in: name, address, payment method.
• Retrieve proper name and address verification and approval codes for cash and credit‑card customers.
• Identify and record special billing instructions and notify accounting.
• Complete shift closing accurately, obtaining necessary approvals and signatures.
• Adhere to hotel policies regarding the use of cash banks.
• Stay current with hotel developments by reviewing the communication log book each shift and updating it for the next shift.
• Report potential sales contacts to the sales department while protecting guests’ room numbers.

High school diploma, secondary qualification, or equivalent.

Experience…