Front Desk Clerk/Relief Night Audit

Job Title: Front Desk Clerk (FDC)

Department: Front Desk

FLSA Status: Non- exempt

ORGANIZATIONAL STRUCTURE

Reports To: General Manager & Front Office Manager

Direct Subordinates: None

Indirect Subordinates: None

SCOPE

Ensure hotel guest satisfaction and revenues are optimized through check in, check out, and attentive coordination of hotel services for the guest. Close Day by performing night audit.

PRIMARY RESPONSIBILITIES

The FDC will register guest(s) in and/or out of the hotel in a prompt, courteous and timely manner. Up sell hotel rooms according to standard.

The FDC will adhere to the rate control procedures based on availability and forecasted occupancy.

The FDC will prepare for group check in and out, and responds to all hotel service requests in a courteous and timely manner.

The FDC will complete night audit and close out the day by preparing departmental reports accurately.

The FDC will stay up to date on room rates, packages, discounts, and how to handle each, as well as how each relates to other departments.

The FDC will report any unusual occurrence and/or requests to a manager immediately.

The FDC will maintain schedule flexibility as hotel business demands may necessitate moving employees from their accustomed shifts.

The FDC will book guest(s) reservations accurately and efficiently at all times.

The FDC will resolve guest complaints and make management and co-workers aware of the actions.

The FDC will process customer payments according to established policies and procedures. The FDC is responsible for balancing the drawer at the beginning and end of their shift.

The FDC will provide guest(s) with local directions and general information in a courteous and accurate manner.

The FDC will provide continuous service to hotel and/or guests as required to maximize guest satisfaction.

The FDC will maintain accurate records of guest requests through Maintenance Request Form. Notify maintenance of guest requests immediately and follow up to ensure guest satisfaction.

The FDC will keep work area neat and organized in accordance with standards.

The FDC will help other co-workers during free time. Promote teamwork.

The FDC will maintain neatly all Front desk work and storage areas.

The FDC will review memos, daily event sheets on a regular basis to ensure they are aware of all hotel events and activities.

The FDC will turn in all lost articles to the authorized lost and found location.

The FDC will comply with energy conservation and job safety regulations.

The FDC will notify the supervisor of incidents or conflicts that affect normal business operations or guest services and of malfunctioning equipment.

The FDC will ensure that departmental and company goals are met with the established customer service standards.

The FDC will provide exceptional customer service in a friendly and professional manner.

The FDC will communicate all important details to management and colleagues

The FDC will act as a guide when guest(s) ask for directions and they must physically assist them to their destination within the hotel and provide clear directions for all guests traveling outside the hotel

The FDC will assist the front desk as needed and will remain posted at the FD throughout their entire shift.

The FDC will facilitate open communication and promotes free flow of information; encourages open expression of ideas and opinions; communicates effectively with others; listens effectively.

The FDC will inspire trust and establish open, candid, trusting and caring relationships; treat others fairly and with respect; value the individual and maintain their self-esteem.

The FDC will lead by example and foster a common vision; lead others by setting the proper example; demonstrate consistency between actions and words

The FDC will take ownership and accept personal responsibility and accountability for achieving results in a timely fashion; ensure clear authority and accountability for results by others

The FDC must be sales-minded. Use suggestive selling techniques to sell rooms and to promote other services of the hotel.

The FDC must attend all scheduled department meetings.

The FDC will thoroughly understand and adhere to proper credit, check- cashing, and cash handling policies and procedures.

The FDC will coordinate room status updates with the housekeeping department by notifying housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms.

The FDC will complete other duties related to the hotel as assigned.

QUALIFICATIONS

Must be able to speak/write/read English. Fully flexible schedule, including evenings, and holidays. Must be able to work graveyard shift. Previous front-of-the-house experience. Excellent oral and written communications skills. Excellent phone etiquette. Ability to multi-task, and perform with grace under pressure. Computer skills such as Microsoft applications, internet search engines, and hotel Opera PMS system. Must be capable of holding conversations with guests with a clear and under- stand able voice. Bilingual (Eng/Spa) preferred. Has to be capable of standing up for long periods of time during their shift.

Job Type: Part-time

Work Location: In person