Front Desk Clerk - Residence Inn & Fairfield San Jose North/Silicon Valley

JOHNSON HOSPITALITY GROUP•San Jose, CA

24d•$22 - $22•Onsite

About The Position

The Front Desk Clerk handles hotel guest requests and transactions and coordinates with other departments while providing outstanding guest service. The position checks guests in and out, manages reservations and guest accounts, communicates hotel services and local information, and helps coordinate room availability and guest requests. It also follows hotel procedures for cash handling, keys, safety, emergency response, quality assurance, lost and found, and communication with housekeeping and maintenance.

Responsibilities

Check guests in and out and make future reservations when necessary.
Post valet and miscellaneous charges to guest accounts and administer guest payment policies.
Operate the hotel phone system, transfer calls, and take messages for guests and staff.
Take, modify, and cancel reservations in the property management system, noting special requests.
Assist with verifying, balancing, and maximizing room availability and revenue.
Coordinate with other departments to fulfill guest requests and communicate hotel facilities and services at check-in.
Provide a friendly and welcoming experience in person and over the phone, and use the L.E.A.R.N. model to handle guest recovery incidents.
Answer guest questions about the hotel and local facilities.
Handle shift cash transactions and follow cash-handling procedures.
Maintain hotel key security and administer issued keys, keys left by guests, and guest safe deposit boxes.
Complete maintenance work orders and deliver them to the appropriate supervisor, manager, or designated area promptly.
Know hotel emergency procedures and follow safety guidelines and requirements.
Follow departmental quality assurance standards.
Bring lost and found items to a supervisor or manager for logging and storage.
Inform housekeeping of vacant dirty suites after checkout and update room status as housekeeping reports changes.
Read and communicate clearly, and distribute mail to guest boxes and hotel staff.
Notify the appropriate supervisor or manager about problems with front desk supplies or equipment.
Maintain an inventory of special guest service items, including rollaway beds, cribs, and irons.
Track guestrooms used for tours and guestrooms in maintenance.
Notify housekeeping and maintenance about reported problems with guestrooms or grounds.
Carry out reasonable management requests that the employee is capable of performing.