Front Desk Clerk

Meyer Jabara Hotels•Baltimore, MD

About The Position

The main functions of the Front Desk Agent is directly responsible for the prompt, efficient, and courteous check in and check out of guests. He or she is to ensure efficient communication with team members, vendors and guests. The Front Desk Agent must maintain a welcoming attitude and respond to all service questions and requests. He or she is also responsible for safeguarding both the hotel’s guests and its assets by following all established in the hotel’s policies and procedures. The Front Desk Agent is responsible for collecting monies for services rendered during a guest stay, and for meeting many other guests needs during their stay.

Requirements

1 to 2 years of experience in a hotel or a related field preferred
High School diploma or equivalent required
Previous customer service experience strongly preferred.
Ability to work with various types of equipment such as computer, Credit Card Authorization machine, projector, copier, scanner, other office equipment, telephone, two-way radio.
Ability to work with Microsoft Office products and various other software programs.
Work Environment – Ability to work: Under variable temperature conditions Under variable noise levels Indoors Around dust and or mite hazards Long hours sometimes required.
Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects
Ability to work under variable temperatures and noise levels
Near Vision - The ability to see details at close range
Ability to bend, stretch, twist or reach with your body and arms
Must be able to stand and/or walk for lengthy periods of time
Oral and Written Comprehension and Expression - Must be able to convey & understand information and ideas in English
Must be able to evaluate and select among alternative courses of action quickly and accurately
Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
Must have the ability to assimilate complex information, data, etc. from multiple sources and consider, adjust, or modify to meet the constraints of the particular need
Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests
Mathematical Reasoning - Must be able to work with and understand financial information and data, and basic arithmetic functions

Nice To Haves

Hilton Experience a Plus
College course work in related field helpful
Multi-Lingual skills helpful

Responsibilities

Approach all encounters with guests and employees in a friendly, service oriented manner
Maintain regular attendance, as required by scheduling which will vary according to the needs of the hotel
Maintain high standards of personal appearance and grooming, as defined in the hotel handbook, when working
Comply at all times hotel’s policies and procedures to encourage safe and efficient hotel operations
Positively interact with hotel guests
Check guests in and out of the hotel
Confirm payment method at check in and obtain full payment at check out
Log all requests and confirm completion
Direct guests to daily functions within the hotel
Review PMS inventory and house count for availability and rates
Book reservations for day of arrival or future stays
Balance and prepare individual paperwork for closing shift
Balance bank daily (which includes counting bank before beginning a shift and after shift closes)
Maintain and market special guest programs
Handle incoming/outgoing calls
Take and deliver messages
Be familiar with guest privacy
Provide information about hotel
Know emergency procedures
Know VIP procedures
Run copies and charge guests as needed
Send faxes and charge as needed
Run daily arrival report and annotate guest reservation/inform team of special requests
Review changes in Policy and Procedure
Distribute faxes, packages, and mail to guest services for delivery, or inform guest of receipt
Stock and clean work space for next shift
Distribute billing reports to hotel outlets
Prepare key check inventory
Block bus tours and notify Housekeeping
Keep immediate supervisors fully informed of all challenges or matters requiring his/her attention
Other duties as assigned.