Front Desk Clerk

Meyer Jabara Hotels•Baltimore, MD

104d•$15 - $18

About The Position

The Front Desk Agent is responsible for prompt, efficient, and courteous guest check-in and check-out, communicating effectively with team members, vendors, and guests, and responding to service questions and requests with a welcoming attitude. The role safeguards hotel guests and assets by following hotel policies and procedures, collects payment for services rendered, and addresses guest needs throughout their stay. The position also involves handling reservations, calls, messages, guest information, hotel reports, and shift paperwork; maintaining the front desk workspace; and keeping supervisors informed about issues that need attention. Other duties may be assigned.

Requirements

High school diploma or equivalent required.
One to two years of experience in a hotel or related field preferred.
Previous customer service experience strongly preferred.
Ability to use computers, credit card authorization machines, projectors, copiers, scanners, other office equipment, telephones, and two-way radios.
Ability to use Microsoft Office products and other software programs.
Ability to communicate and understand information and ideas in English, orally and in writing.
Ability to quickly and accurately evaluate and select among alternative courses of action.
Ability to handle workplace problems, including anticipating, preventing, identifying, and resolving them.
Ability to assimilate information and data from multiple sources and adapt it to the needs of a situation.
Ability to listen to, understand, and clarify concerns raised by co-workers and guests.
Ability to work with financial information and data and perform basic arithmetic.
Ability to work under variable temperature and noise conditions, indoors, and around dust or mite hazards.
Ability to perform light work, including occasionally exerting up to 20 pounds of force and frequently or constantly exerting up to 10 pounds of force to move objects.
Near vision sufficient to see details at close range.
Ability to bend, stretch, twist, or reach with the body and arms.
Ability to stand and/or walk for lengthy periods.
Long hours may sometimes be required.

Nice To Haves

Hilton experience is a plus.
College coursework in a related field is helpful.
Multilingual skills are helpful.

Responsibilities

Approach encounters with guests and employees in a friendly, service-oriented manner.
Maintain regular attendance according to hotel scheduling needs and maintain personal appearance and grooming standards.
Follow hotel policies and procedures to support safe and efficient operations.
Interact positively with guests and check guests in and out.
Confirm payment methods at check-in and obtain full payment at check-out.
Log guest requests and confirm their completion.
Direct guests to hotel functions and provide information about the hotel.
Review property management system inventory, house count, availability, and rates.
Book reservations for same-day arrivals and future stays.
Balance and prepare paperwork for the closing shift, and balance the bank before and after each shift.
Maintain and market special guest programs.
Handle incoming and outgoing calls and take and deliver messages.
Protect guest privacy and know emergency and VIP procedures.
Run copies and faxes and charge guests as needed.
Run the daily arrival report, annotate reservations, and inform the team of special requests.
Review changes to policies and procedures.
Distribute faxes, packages, and mail to guest services for delivery, or inform guests of their receipt.
Stock and clean the workspace for the next shift.
Distribute billing reports to hotel outlets.
Prepare the key-check inventory.
Block bus tours and notify Housekeeping.
Keep immediate supervisors informed of challenges and matters requiring their attention.
Perform other duties as assigned.