Front Office Clerk

Job Description

Job Description

Position Summary

Our team is looking to add an upbeat Frond Desk Agent to manage all aspects of front desk operations and be a key person of reference for our guests and vendors. To be successful in this role, you will need to extend professionalism and courtesy, have outstanding communication skills, and can work in a fast-paced environment.

Essential Functions

• Perform guest check-in services in a courteous and efficient manner as set forth by Hilton Marco Island Beach Resort and Spa Standards : to include greeting guest with a smile, confirming reservation and rate, assigning room and key card, obtaining method of payment, communicating hotel services and amenities, and finally wishing guest a pleasant stay.
• Perform check-out services in a courteous and efficient manner : to include inquiring about their stay, making any necessary adjustments, collecting payment, or verifying direct billing, collecting the room key, obtaining bell service for luggage assistance, and finally wishing guests a warm “farewell.” Maintaining, teaching, coaching of mystery shop standards.
• Complete shift check list to include all reports mentioned therein. Maintain continuity / communication between shifts. Ensure distribution of messages, mail, and faxes to guests. Complete reservations for guests that include, but are not limited to airline reservations, theatre, sports, overnight shipping etc. while always promoting our hotel first.
• Recognize guests with a friendly greeting. Anticipate guests’ complaints, develop the most effective solution, and handle guests’ concerns immediately and confidently. Follow the 15-5 Rule and use of guest’s name.
• Use HOTSOS to expedite guest requests.
• Follow proper cash handling procedures as outlined in the Hilton Marco Island Beach Resort and Spa Standards. Responsible for all moneys issued by accounting.
• Up sell hotel services to maximize revenue whenever possible.
• Ensure all displays are in proper place and fully stocked. Ensure there are enough informational brochures on hand in the main lobby. Check cleanliness and supply level of business center and assist guest with their needs and requests.
• Process all payments according to established hotel requirements.
• Provide information and assistance to all guests and vendors.
• Prepares all necessary reports during each shift for the management team.
• Ensure confidentiality, security, and safety of hotel guests regarding Front Desk communications always.
• Answer in-coming (from outside the hotel) calls using the provided script in a friendly and professional manner. Respond by relaying guest calls to the requested extension by using appropriate security procedures, or by providing requested information. All in-coming calls to be answered and faxes delivered within the set time limit as per the Hilton standards.
• Answer in-house calls by using the provided script in a friendly and professional manner. Record guest special requests on daily log. Relay requests to the appropriate department and complete a follow up call according to the guidelines set in the Hilton Marco Island Beach Resort and Spa standards.
• Transcribe complete messages and repeat information to verify accuracy or offer to transfer the guest to the appropriate voice mail. Input and retrieve messages as requested. Read and verbally recite exact message for the guest.
• Briefly answer basic inquiries, e.g., time, extension numbers, outlet hours, etc.
• Act as dispatcher for security, guest services, and property operations team members. Provide timely information via HOTSOS to team members in response to emergencies and guest requests such as housekeeping and maintenance problems.
• Record wake-up call requests and enter into the telephone system. Ensure no calls are missed.

Supportive Functions

In addition to performance of the essential functions, this position may be required to perform a combination supportive function, with the percentage of time performing each function to be solely determined by the Director of Rooms and the General Manger based upon the particular requirements of the Hotel.

Other

Regular attendance in conformance with the standards, which may be established by the hotel from time to time, is essential to the successful performance of this position. Team Members with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, Team Members may be required to work varying schedules to reflect the business needs of the hotel.

Upon employment, all Team Members are required to fully comply with the hotel rules and regulations for the safe and efficient operation of hotel facilities set forth by the Hilton Marco Island Beach Resort and Spa, Olshan Properties and Hilton hotels. Team Members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Specific Job Knowledge, Skill, and Ability

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodations, using some other combination of skills and abilities.

Protect employer’s privacy and data : keep passwords safe.

Qualifications

Education :

Experience :

Licenses or Certificates :

Grooming :

Other :