Hotel Front Desk Clerk

Mohegan•Wilkes-Barre, PA

2d•Onsite

About The Position

This role involves anticipating and responding to guests' needs, maintaining positive guest relations, and resolving guest complaints to ensure satisfaction. The Front Desk Clerk will be responsible for knowing all hotel features, services, room rates, packages, promotions, and daily house counts. They will manage financial transactions, process check-ins and check-outs, and handle various guest requests and communications. The position also requires promoting superior guest service and performing other related duties as assigned.

Requirements

High school graduate or equivalent vocational training certificate.
Good communication skills both verbal and written.
Ability to compute basic arithmetic.
Provide excellent guest service and maintain a professional demeanor.
Ability to input and access information in the property management system/computers/point of sales system.
Must be able to work various shifts, weekends, holidays and flexible hours.
Must be able to withstand prolonged standing.

Nice To Haves

Some college or training in hospitality industry.
Previous experience as Front Desk Clerk.

Responsibilities

Anticipates guests' needs and responds promptly.
Acknowledges all guests.
Maintains positive guest relations.
Resolves guest complaints to ensure guest satisfaction.
Maintains knowledge of hotel features, services, hours of operation, room rates, special packages, promotions, daily house count, expected arrivals/departures, and scheduled group activities.
Obtains assigned bank and ensures accuracy of contracted monies, keeping it secure.
Answers department telephone using correct greeting and telephone etiquette.
Processes all guest check-ins, verifying registration card information.
Obtains back-up information for guest credit/payment method and inputs into the system; collects cash when designated.
Directs Bell Person to escort guests and transport their luggage.
Handles overbooked or 'walked' guests.
Accepts and records wake-up call requests.
Monitors, sends, and distributes guest faxes.
Communicates pertinent guest information to designated departments.
Resolves discrepancies on the room status report with Housekeeping.
Matches the bucket check to the in-house guest ledger report and reports discrepancies.
Processes all check-outs.
Processes adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
Processes Players Club applications and issues Players Cards.
Performs other related duties as assigned.
Promotes superior guest service.