Front Desk Clerk

Coury Hospitality•Bentonville, AR

About The Position

The AC Bentonville is hiring a Front Desk Clerk to create a welcoming, professional, and memorable guest experience. The Front Desk Clerk handles guest arrivals and departures, reservations, payments, account adjustments, guest inquiries, and service requests while maintaining accurate records and protecting confidential information. The role works closely with Housekeeping, Maintenance, hotel leadership, and other departments to support room readiness and resolve guest needs. The clerk is expected to follow hotel procedures, brand standards, service expectations, and security practices while remaining organized, courteous, and solution-oriented in a fast-paced environment. Flexible scheduling, including weekends and holidays, may be required based on business needs.

Requirements

Strong customer service, interpersonal, and communication skills.
Ability to manage multiple tasks while maintaining accuracy and attention to detail.
Strong problem-solving skills and the ability to handle guest concerns professionally.
Basic computer skills, including email, data entry, and standard office applications.
Ability to handle cash, credit card transactions, and guest accounts according to hotel procedures.
Ability to follow established policies, service standards, and security procedures.
Ability to communicate effectively with guests, fellow Curators, and hotel leadership.
Ability to work independently and as part of a team.
Ability to maintain confidentiality and exercise sound judgment when handling guest information.
Ability to work flexible hours, including weekends and holidays, based on business needs.
Ability to stand and walk for extended periods throughout the shift, and to sit, reach, bend, and move around the Front Desk and lobby as needed.
Ability to use a computer, telephone, payment terminal, and other standard office equipment.
Ability to read, review, and accurately enter guest information, reservations, and financial transactions.
Ability to communicate clearly and professionally in person, over the phone, and in writing.
Ability to remain focused and organized while managing multiple requests in a fast-paced hotel environment.
Ability to respond appropriately to guest concerns, emergencies, and changing operational priorities.
Ability to assist guests with luggage or other reasonable requests when needed and within safe physical limits.
Ability to maintain awareness of guest safety, hotel security, and the condition of the Front Desk and lobby.
Ability to maintain a professional appearance, positive attitude, and consistent service standards throughout the shift.

Nice To Haves

High school diploma or equivalent preferred.
Previous Front Desk, customer service, or hospitality experience preferred, but not required.
Hotel property management system (PMS) experience preferred.
Familiarity with reservations, check-in and check-out procedures, guest billing, and payment processing is a plus.
Bilingual English/Spanish communication skills preferred, but not required.

Responsibilities

Welcome guests and create positive first and final impressions during check-in and check-out.
Process guest arrivals, departures, reservations, payments, and account adjustments accurately.
Verify guest information and reservation details, and ensure room assignments are correct.
Explain hotel amenities, services, policies, and local attractions.
Answer incoming calls, respond to inquiries, and direct requests to the appropriate department.
Listen to guest concerns, find appropriate solutions, and follow through to ensure satisfaction.
Coordinate with Housekeeping about room status, special requests, and timely room readiness.
Communicate with Maintenance and other departments to address guest needs and service requests promptly.
Maintain accurate guest records and handle payments responsibly according to cash-handling procedures.
Assist guests with reservation changes, cancellations, and special requests in accordance with hotel policies.
Personalize service and help guests feel recognized and appreciated.
Maintain a clean, organized, and professional Front Desk and lobby environment.
Protect guest privacy, safeguard confidential information, and follow hotel security procedures.
Remain calm, courteous, and solution-oriented when handling complaints, unexpected situations, or busy periods.
Communicate important guest information, unresolved concerns, and special requests during shift changes.
Follow hotel procedures, brand standards, and service expectations consistently.
Support fellow Curators and other departments as business levels and guest needs change.