Front Desk Clerk

5 days ago

Buffalo, New York, United States Highgate Hotels Full time
Job Summary

We are seeking a highly skilled and customer-focused Front Desk Clerk to join our team at Highgate Hotels. As a Front Desk Clerk, you will be responsible for providing exceptional service to our guests, handling room reservations, and ensuring a smooth check-in and check-out process.

Key Responsibilities
  • Provide warm and friendly greetings to all guests, ensuring a positive first impression of our hotel.
  • Process room reservations, check-ins, and check-outs in a timely and efficient manner.
  • Handle guest inquiries and provide information on hotel services, facilities, and amenities.
  • Manage the PBX console and ensure that all hotel standards are met.
  • Log and deliver packages, mail, and messages to guests and meeting rooms.
  • Review the Front Office log and Trace File daily.
  • Answer guest inquiries about restaurants, transportation, entertainment, and other local attractions.
  • Follow all cash handling and credit policies, ensuring accurate and secure transactions.
  • Be aware of all rates, packages, and special promotions, and be able to communicate them effectively to guests.
  • Be familiar with all in-house groups and be able to provide information on their activities and events.
  • Be aware of closed-out and restricted dates, and be able to communicate them to guests.
  • Obtain all necessary information when taking room reservations, and follow the rate-quoting scenario.
  • Be familiar with hospitality terminology and be able to use it effectively in communication with guests.
  • Have knowledge of emergency procedures and be able to assist as needed.
  • Handle check-ins and check-outs in a friendly, efficient, and courteous manner.
  • Use proper two-way radio etiquette at all times when communicating with other employees.
  • Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
  • Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
  • Be able to complete a bucket check, room rate verification report, and housekeeping report.
  • Balance and prepare individual paperwork for closing of shift according to hotel standards.
  • Maintain and market promotions and guest programs.
  • Maintain a clean work area.
  • Assist guests with safe deposit boxes.
Requirements
  • College coursework in a related field is helpful.
  • Experience in a hotel or a related field is preferred.
  • High School diploma or equivalent is required.
  • Computer experience is required.
  • Customer Service experience is preferred.

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