Front Desk Clerk

Description

PURPOSE OF POSITION:
Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay.

ESSENTIAL FUNCTIONS:
1. Check guests in and out of room.
2. Able to provide accurate and appropriate information to guests and customers.
3. Greet and welcome guests, respond to guest requests and needs and answer any questions, providing accurate and appropriate information to guests and customers.
4. Input and retrieve information routinely from computer systems with electronic and numerical codes. Make appropriate selection of rooms based on guests needs.
5. Respond to guest requests and handle guest issues or report complaints to management.
6. Remain calm and alert, especially during emergency and/or heavy hotel activity.
7. Promptly answer telephone in a professional and clear manner. Input all information into computers to communicate guest requests and complaints.
8. Answer guest questions regarding area or hotel, outlet information and services.
9. Effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts.
10. Represent the hotel with professionalism and decorum.
11. Follow all Marcus Hotels and Resorts policies and procedures, Marriott Standards, and Information Protection procedures.
12. Attend all scheduled mandatory Guest Services Department meetings, trainings and hotel meetings.
13. Make corrections and adjustments and handle all computer problems that might occur throughout shift.
14. Perform all other related duties and special projects as requested and/or assigned.

POSITION REQUIREMENTS:
1. High school diploma or equivalent required, prior hospitality experience preferred.
2. Cash handling experience preferred.
3. Must be able to work a varied schedule to include days, evenings, weekends, holidays and the ability to work under pressure.
4. Attention to detail.
5. Basic mathematical skills and ability to operate a 10-key by touch.
6. Ability to effectively deal with guest and employee concerns in a friendly and positive manner. This involves listening to the nature of concern, demonstrating empathy with the customer and providing positive and proactive solutions.
7. Excellent interpersonal, listening and communication skills to include the ability to read, write, speak, and understand the English Language.
8. Ability to stand and move throughout the front office continuously to perform essential job functions.
9. Hearing and visual ability to observe and detect signs of emergency situations.
10. Ability to access and accurately input information using a moderately complex computer.
POSITION REQUIREMENTS (continued):
11. Must have excellent telephone etiquette skills.
12. Must be able to represent the company in a professional, well-groomed and courteous manner.