40 - Rooms - Clerk, Front Desk

Coury Hospitality•Cathedral City, CA

24d

About The Position

The Front Desk Clerk is a highly visible role that directly contributes to the guest experience at DoubleTree by Hilton Golf Resort Palm Springs. The position welcomes and accommodates guests, visitors, and staff in a warm and courteous manner; oversees guest registration and check-out; promotes hotel services and amenities; and provides helpful information. The role works in a fast-paced environment and focuses on maximizing guest service and satisfaction. The clerk greets and registers guests, creates accurate guest accounts, accommodates room changes, answers questions, helps resolve service issues and special requests, settles accounts, and handles payments according to accounting and cash-handling procedures. The position also supports hotel security, safety, and daily operations by maintaining key control, following emergency procedures, communicating guest information to relevant departments, handling lost property, and reporting accidents, unsafe conditions, and maintenance issues. The clerk cooperates with front-office and administrative colleagues, maintains confidentiality, meets uniform and grooming standards, and participates in ongoing training.

Requirements

Clearly and pleasantly communicate in spoken and written English with guests, management, and coworkers, in person and by telephone.
Strong customer-relations skills and commitment to guest satisfaction; comfort with frequent public contact.
Ability to deal appropriately with angry or upset guests.
Professional appearance and demeanor.
Knowledge of computer keyboard and printer operation and ability to enter information accurately and efficiently into computer systems.
Previous cashier experience or basic accounting skills.
Ability to work quickly and thoroughly under pressure and attend to more than one task at a time.
Knowledge of hotel facilities and features, and of the surrounding area and communities.
Ability to maintain excellent attendance and punctuality.
Must be able to work weekends and holidays.
Must be able to stand for long periods of time.

Nice To Haves

Customer service experience is preferred.

Responsibilities

Provide prompt, friendly, professional attention to guests and visitors, and assist those who appear to need help.
Register guests with advance reservations and assist visitors seeking accommodations.
Set up accurate guest accounts according to preferences, including room type and payment arrangements.
Accommodate room changes promptly.
Maintain knowledge of hotel rates, promotions, room types, services, amenities, restaurant offerings and operating hours, and the hotel’s historical significance.
Inform guests about city attractions, community events, and nearby points of interest.
Help resolve guest issues and respond to special requests; report service failures to Management and provide appropriate service recovery.
Settle guest accounts at check-out and process payments in accordance with accounting procedures and cash-handling policies.
Respond courteously and accurately to questions from guests, visitors, and coworkers.
Maintain proper key control and follow other security measures.
Participate in safety and security training and follow life-safety, emergency, and fire-evacuation procedures.
Work cooperatively with front-office and administration staff, including Valets, Bellman, Sales, and Accounting teams.
Communicate relevant guest information, such as special requests and amenity deliveries, to designated departments or personnel.
Handle lost-and-found items properly.
Report accidents, injuries, unsafe conditions, and maintenance issues to Management or Maintenance as appropriate.
Wear the required uniform and meet professional grooming standards.
Maintain confidentiality of guest and hotel information.
Perform other duties as assigned and participate in ongoing training.