Front Desk Clerk

Coury Hospitality•Bentonville, AR

8d•Onsite

About The Position

AC Hotel Bentonville is hiring a Front Desk Clerk to create a welcoming, professional experience for guests throughout their stay. The role handles guest arrivals and departures, reservations, payments, account adjustments, inquiries, and requests while maintaining accurate records and protecting confidential guest information. The clerk explains hotel services and local attractions, resolves concerns, coordinates with Housekeeping, Maintenance, and other departments, and communicates relevant information during shift changes. The position also supports hotel service standards, security procedures, and a clean, organized Front Desk and lobby. Previous related experience is preferred but not required. The role requires flexibility to work weekends and holidays 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 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, colleagues, and hotel leadership.
Ability to work independently and as part of a team.
Ability to maintain confidentiality and use 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 and to sit, reach, bend, and move around the Front Desk and lobby as needed.
Ability to assist guests with luggage or other reasonable requests within safe physical limits.
Ability to remain focused and organized in a fast-paced hotel environment and respond appropriately to concerns, emergencies, and changing priorities.
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 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 calls, respond to inquiries, and direct requests to the appropriate department.
Listen to guest concerns, identify solutions, and follow through to ensure satisfaction.
Coordinate with Housekeeping regarding room status, special requests, and room readiness.
Communicate with Maintenance and other departments to address guest needs and service requests.
Maintain accurate guest records and follow cash-handling and payment procedures.
Assist with reservation changes, cancellations, and special requests according to hotel policies.
Personalize service and help guests feel recognized and appreciated.
Keep the Front Desk and lobby clean, organized, and professional.
Protect guest privacy, safeguard confidential information, and follow hotel security procedures.
Manage complaints, unexpected situations, and busy periods calmly and courteously.
Communicate guest information, unresolved concerns, and special requests during shift changes.
Follow hotel procedures, brand standards, and service expectations.
Support colleagues and other departments as business levels or guest needs change.