A Hotel Desk Clerk provides service to customers at the front desk of a hotel. Takes room reservations, checks in guests and handles payments; answers questions and arranges for room services requested by customers.
Job Summary The Front Desk Hospitality Associate is responsible for delivering exceptional hospitality and ensuring a seamless guest experience from arrival through departure. This role serves as a primary point of contact for guests, assisting with check-in and check-out procedures, responding to guest inquiries, coordinating requests with other departments, and ensuring the highest level of personalized service. Key Responsibilities Guest Experience Welcome and greet guests warmly upon arrival and provide a professional first impression of the property. Assist guests with check-in and check-out procedures. Provide information about hotel amenities, dining, activities, and local attractions in the Hudson Valley. Anticipate guest needs and provide personalized service throughout their stay. Front Desk Operations Answer incoming phone calls and respond to guest inquiries in a professional and timely manner. Manage reservations, room assignments, and guest information using the property management system. Process payments, billing inquiries, and daily financial transactions. Maintain accurate records of guest reservations and payments. Communication & Coordination Communicate with housekeeping, maintenance, food and beverage, and management to fulfill guest requests. Coordinate special guest services such as transportation, dining reservations, spa appointments, or local recommendations. Ensure accurate communication during shift changes through logs or reports. Problem Resolution Address guest concerns and complaints promptly and professionally. Escalate complex issues to the Front Office Manager or Manager on Duty when necessary. Follow service recovery procedures to maintain guest satisfaction. Property Presentation Maintain a clean, organized, and welcoming front desk and lobby environment. Ensure guest service areas reflect the standards of a luxury hospitality property. Qualifications & Skills Education High school diploma or equivalent required. Hospitality or tourism education preferred. Experience 1?2 years of experience in hospitality, customer service, or guest-facing roles preferred. Previous hotel front desk experience is a plus. Skills Excellent communication and interpersonal skills Strong problem-solving abilities Ability to multitask in a fast-paced hospitality environment Basic computer and reservation system knowledge Professional appearance and demeanor Work Conditions Ability to work flexible schedules, including evenings, weekends, and holidays . Ability to stand for extended periods and occasionally lift light items (10?20 lbs). Key Competencies Customer-focused mindset Attention to detail Professional appearance and demeanor Conflict resolution Time management
