Front Office Clerk

Olshan Properties•Marco Island, FL

17d•$0 - $17•Onsite

About The Position

Hilton Marco Island Beach Resort and Spa is seeking a Front Desk Clerk to greet and register guests, provide prompt and courteous service, and close guest accounts at the end of each stay according to Hilton standards. The role involves guest check-in and check-out, processing payments, responding to requests, sharing resort and local information, and resolving guest concerns. Work locations may include the Front Office, Front Desk, Bell Desk, Satellite Desk, V.I.P. Desk, and Parking Booth. Employees may also be asked to assist in other areas as directed. This is a full-time position. Schedules may vary to meet hotel business needs and may include holidays, weekends, and night audit. The role requires the ability to work in a high-volume, high-pressure setting, remain composed during emergencies, and perform duties with or without reasonable accommodation.

Requirements

No prior experience is required.
High school diploma preferred.
Basic knowledge of computer systems used to store, develop, and analyze information, including systems used by Hilton in day-to-day business.
Ability to set priorities, plan, and organize assignments, often within strict time limits.
Ability to read, write, hear, speak, and understand English to communicate clearly with management, staff, and the public; written communication must be concise, organized, complete, and understandable.
Basic mathematical skills, including addition, subtraction, multiplication, and division, for room rates, refunds, and adjustments.
Good knowledge of resort and local-area operations, amenities, and activities.
Ability to remain calm and work effectively with internal and external guests, including handling difficult interactions with patience, tact, and diplomacy.
Ability to remain stationary, sitting or standing, and concentrate on tasks for extended periods in a high-volume, high-pressure area.
Ability to use finger and hand movements for extended periods and manipulate switches, writing instruments, and a computer keyboard.
Ability to work as a night auditor if required.
Ability to move throughout the premises and visually inspect conditions, including bending, stooping, and reaching overhead.
Ability to grasp and lift up to 25 pounds at waist height and climb stairs.
Ability to perform the essential functions of the job with or without reasonable accommodation.

Nice To Haves

Prior hospitality experience.

Responsibilities

Complete guest registration by entering and retrieving information in computer systems, confirming guest details and room rates, selecting rooms, encoding electronic room keys, and providing welcome folders and related materials.
Greet guests warmly, listen to requests, respond appropriately, and provide accurate information about resort outlets, local attractions, amenities, activities, and events.
Verify and authorize credit cards; handle cash and make change; balance an assigned house bank; accept and record vouchers, travelers’ checks, and other payments; and post charges to guest rooms and house accounts.
Use a calculator to perform moderately complex arithmetic, provide receipts to cash-paying guests at check-in, and follow hotel standards for check-in and check-out.
Work at various service stations, including satellite desks and VIP check-in and check-out desks.
Answer telephone calls promptly using clear, positive English; leave and retrieve voicemail messages; manage phones as needed; and retrieve and notify guests about mail, packages, and facsimiles.
Print detailed guest phone calls upon request.
Close guest accounts at check-out and determine guest satisfaction; address dissatisfaction by negotiating solutions, which may include authorizing revenue allowances.
Complete the daily shift checklist and other duties assigned by the supervisor.
Assist guests with resort and local information, activities, and events; manage reservations; make suggestions and recommendations; arrange transportation and amenities; and maintain accurate transaction and reservation records.
Remain calm and alert during emergencies and periods of heavy activity, and resolve complications such as room-location changes and credit issues.
Research and resolve guest complaints, including price conflicts and heating or air-conditioning concerns, using patience, tact, diplomacy, and proactive solutions.
Work at assigned hotel locations and assist in other areas as directed.
Work varying schedules, potentially including holidays, weekends, and night audit, according to hotel business needs.
Comply with rules and standards established by Hilton Marco Island Beach Resort & Spa, Olshan Properties, and Hilton Hotels Corporation.