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.
Shifts would be vary, typically 3pm-11pm or 11pm-7am. Part-time or full-time available.
Duties and Responsibilities:
Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and also returning guests Check guests in, issue room keys, provide information on hotel services and room location Ensure required identification is taken from guests at check-in in line with local legislative requirements Answer phones in a prompt and courteous manner Answer, record and process all guest calls, messages, requests, questions or concerns Record guest preferences in the system Check guests out, including resolving any late or disputed charges Accurately process all cash and credit card transactions using established procedures Issue, control and release guest safe-deposit boxes in line with hotel procedures Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up Take action to solve guest problems/complaints using appropriate service recovery guidelines Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service When working Night Audit, perform a more extensive check-list performing daily accounting tasks before closing out the business day. Balance credit card transactions and prepare the credit card batch nightly. Basic prep work for the morning breakfast Ability to move items up to 50 lbs, perform basic maintenance or housekeeping tasks if needed, and deliver receipts under each guest room door nightly. Ability to work unsupervised when required Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc. As our business is open 24/7/365, this position will involve evenings, weekends, and holidays. Previous hotel or customer service experience preferred but not required.
