Part Time Front Desk Clerk

Summary

Operate the functional areas of guest
registration and guest service to ensure guest satisfaction and maximum hotel
profitability.  Accurately balances all
hotel income and expenses for 24 hour hotel operating period.

Essential
Functions

• Attends
  training; including safety training, standard operating procedures, RAMP
  certification, and any other as directed by management.

• Arrives
  at work in a timely fashion and in accordance with the posted schedule.

• Abides
  by established uniform guidelines.

• Practices
  efficient and effective procedures.

• Reads
  and understands English to comply with function directions.

• Works
  as a member of the overall hotel team to ensure that each guest has an
  experience that exceeds their expectations.

• Maintains
  a “can do” and “guest first” attitude at all times.

• Reports
  any maintenance repairs to maintenance staff; records repair information in
  maintenance log, and follows up to ensure the work has been completed.

• Organize,
  confirm, process, and conduct all guest check-ins/check-outs, reservations,
  requests, changes, and cancellations.

• Activate
  and provide room keys.

• Addresses
  guest requests complaints regarding service or equipment; relay as necessary.  Provide appropriate compensation if
  necessary.

• Supply
  guests with area recommendations and directions as well as property amenities, services,
  hours of operation.

• Resolves
  complaints to the satisfaction of the guest.

• Assures
  requests are made in a timely manner.

• Knowledgeable
  on PMS as it pertains to functions of the front office.

• Maintains
  personal contact with customers (both internal and external) including daily
  interactions with guests.

• Prepares
  and presents packages according to guest reservations, notifies Front Desk
  Supervisor when inventory is low.

• Coordinates
  with housekeeping supervisor daily to ensure guests special requests are met.

• Provides
  wake up calls to guest rooms.

• Completes
  information on guest folios.

• Maintains
  proper credit card records.

• Provides
  completed folios via paper or email.

• Runs
  and review daily reports/logs; addresses any unresolved issues from previous
  shifts/days

• Works
  to meet or exceed benchmarked scores as it pertains to the front office.

• Properly
  stocks market items and notifies Front Desk Supervisor when inventory is low.

• Ensures
  adherence to procedures for hotel accounting, credit control, handling of
  financial transactions, security of monies, guest security, and emergency
  procedures as established.  Counts banks
  at beginning and end of shift; records accordingly.

• Takes
  control of lost and found as appropriate.

• Balances
  all room revenue and room expenses.

• Balances
  all room and tax charges.

• Completes
  designated cashier closing reports.

• Provides
  a shift report to the next shift.  Sends
  shift report.

• All
  other duties assigned.

Competency

To perform the job successfully, an
individual should demonstrate the following competencies:

• Problem
  Solving – Identifies and resolves problems in a timely manner; Develops
  alternative solutions; Uses reason even when dealing with emotional topics

• Customer
  Service – Manages difficult or emotional customer situations; Responds promptly
  to customer needs; Responds to requests for service and assistance

• Interpersonal
  – Maintains confidentiality

• Oral
  Communication – Responds well to questions

• Team
  Work – Contributes to building a positive team spirit

• Written
  Communication – Writes clearly and informatively; Able to read and interpret
  written information

• Diversity
  – Shows respect and sensitivity for cultural differences; Promotes a
  harassment-free environment

• Organizational
  Support – Follows policies and procedures for including, but not limited to,
  dress code policies, cell phone, and social media

• Adaptability
  – Adapts to change in the work environment; Manages competing demands; Able to
  deal with frequent changes, delays, or unexpected events

• Attendance/Punctuality
  – Is consistently at work and on time

• Dependability
  – Respond to management direction; Completes tasks on time or notifies
  appropriate person with an alternate plan

• Initiative
  – Asks for and offers help when needed

• Planning/Organizing
  – Prioritizes and plans work activities; Uses time efficiently

• Professionalism
  – Treats others with respect and consideration regardless of their status or
  position

• Quality
  – Demonstrates accuracy and thoroughness; Applies to feedback to improve
  performance; Monitors own work to ensure quality

• Quantity
  – Meets productivity standards; Completes work in a timely manner

• Safety
  and Security – Observes safety and security procedures; Reports potentially
  unsafe conditions; Uses equipment and materials properly

Relationships

Internal:                       Front Office Department: receive
responsibilities/tasks

Guest
Services: to provide customer service; receives information regarding guests
needs or complaints

                                    Maintenance:
notify of maintenance needs

                                    Controller:
receives responsibilities/tasks, updated accounting forms

External:                      Guests: ensure satisfaction

Qualifications

To perform this job successfully, an
individual must be able to perform each essential duty satisfactorily.  The requirements listed below are
representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.

Education/Experience:           High School Diploma or Equivalent and
one year guest service/hotel experience; General Accounting Knowledge

Language Ability:                    Ability to reach and comprehend simple
instructions, short correspondences and memos; Ability to write simple
correspondences

Math Ability:                            Ability to add and subtract two digit
numbers and to multiply and divide with 10’s and 100’s; Ability to calculate
figures and amounts such as discounts, interest, and percentages; Ability to
balance accounts, calculate taxes

Reasoning Ability:                   Ability to apply common sense
understanding to carry out instructions furnished in written, oral, or
chart/diagram form; Ability to deal with problems involving concrete variables
in standardized situations

Computer Skills:                     A general knowledge of work processing and
spreadsheet functions; General ability with the hotel PMS system

Certificates and Licenses:      RAMP Certification

Work
Environment

The work environment characteristic
describe here are representative of those an employee encounters while
performing the essential functions of this job. 
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions. 

While performing the duties of this job,
the employee spends a significant portion of the work day moving about,
speaking and listening, usually while standing. 
A significant portion of the time is spent using the hotel’s computer
system for reservations and other guest related services.  Reading and writing abilities are used often
in reviewing guest registration and reservation information. 

The noise level in the work environment
is moderate.

Physical
Demands

The physical demands described here are
representative of those that must be met by an employee to successfully perform
the essential functions of this job. 
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.

While performing the duties of the job,
the employee is regularly required to stand stationary at a work station; use
hands to finger, handle, or feel and reach with hands and arms.  The employee is frequently required to walk
short distances.  A small portion of the
time is spent sitting down and some of the time is spent completing
departmental paperwork while remaining stationary at a work station.  The employee must have the ability to
actively listen and hear and communicate.

The employee can be responsible to lift
and/or move up to 25 pounds.

• Ability
  to see clearly printed material at close range (12 inches or less).  Corrective lenses permissible.

• Ability
  to distinguish between and among colors. 
  Ability to exercise depth perception to determine space and distance
  relationships.  Ability to exercise
  peripheral vision to be aware of objects within a large area while eyes are
  focused on one object.

• Ability
  to hear in one of both ears so that verbal communication can be received,
  understood, and acted upon in a face to face basis.

• Ability
  to express oneself verbally with clarity on either a face to face or a
  telecommunications basis.

• Ability
  to exert a reasonably paced mobility from one point to another within a
  generally accepted time frame, and recognizing the conditions of the
  environment as to breadth/narrowness, clutter, etc.

• Ability
  to move and control one’s torso so items can be picked up from a lower surface
  level.

• Ability
  to grasp, hold, set down, redirect with hands or fingers, turn, control, and
  manipulate objects and commodities.

• Ability
  to control and utilize fingers in a dexterous and coordinated manner for such
  activities as writing, typing, keyboarding, slicing, chopping, operating
  equipment, etc.

• Ability
  to stretch body and extend arms to place or secure objects and commodities at a
  distance above, to the side of, or below the normal standing level of the
  individual.

• Ability
  to use body parts, usually arms and hands (occasionally shoulders and back) to
  elevate an object or commodity above its previous surface level.

• Ability
  to use body parts on a regular and continuing basis to repeat the same motions
  for a reasonable period of time without resting.