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Front Desk Clerk

2 weeks ago


Birmingham, United States PCH Hotels and Resorts Full time

As a member of our hospitality team, the primary responsibility of a Front Desk Clerk is to provide smooth guest arrival and departure procedures while maintaining high hospitality standards. This role is responsible for verifying the accuracy of room blocks, pre-registration, and pre-assignment of rooms, and properly assigning rooms based on room location, rate, guaranteed room types, Marriott Reward Members, or group status. This role also plays a vital role in handling guest concerns in a professional and timely manner, to find appropriate solutions and ensure guest satisfaction. The ability to empathize with guests and take swift action will contribute to creating a positive and memorable experience.

* Warmly greets guests in a professional and hospitable manner, creating a welcoming atmosphere upon arrival.
* Skillfully assign rooms based on room location, rate, room selling strategies, guaranteed room types, Marriott Reward Members, or group status, ensuring optimal guest experience.
* Issue room keys and provide escort instructions to the Bellhop for smooth guest arrivals.
* Knowledgeably respond to guest inquiries about hotel services, registration, local amenities, entertainment options, and travel directions, providing helpful recommendations.
* Maintain up-to-date knowledge of groups or events in-house and current local events, ensuring guests are well-informed about relevant activities.
* Understand qualified discounts, their availability, and the proper application of vouchers for eligible guests.
* Handle future and same-day reservations efficiently, accommodating walk-in guests with professionalism and attention to detail.
* Conduct guest check-ins and check-outs in a knowledgeable, efficient, friendly, and professional manner, ensuring a smooth process for guests.
* Assist guests with the use of safe deposit boxes at the Front Desk, ensuring the security and confidentiality of their belongings.
* Accurately post, correct, or adjust charges to guest accounts as necessary, maintaining precise records.
* Be well-versed in hotel credit, cash-in-advance, and check-cashing procedures, adhering to established policies.
* Maintain and complete Front Desk reports thoroughly, ensuring accurate and timely documentation.
* Handle cash transactions with accuracy and integrity, following cash handling procedures meticulously.