Front Desk Clerk

Job description

As a Front Desk Clerk, you'll welcome guests with exceptional hospitality, ensure smooth check-ins and checkouts, assist with reservations, answer questions, and help guests make the most of their stay. From resolving concerns with care to sharing information about hotel amenities, events, and promotions, you'll play a key role in delivering outstanding service and creating unforgettable guest experiences. If you enjoy helping people, thrive in a fast-paced environment, and love making someone’s day a little brighter, this could be the perfect role for you.

Responsibilities

Create a warm and welcoming experience by greeting guests with a friendly, professional attitude and delivering exceptional service throughout every interaction. Accurately process guest check-ins, checkouts, room assignments, and payment transactions. Assist guests with reservations, hotel information, dining options, property amenities, promotions, special events, and loyalty program benefits. Anticipate guest needs and quickly resolve concerns or service issues using established service recovery practices.

Coordinate with Housekeeping and other departments to ensure guest rooms are ready and guest requests are fulfilled promptly. Handle cash, credit card, complimentary transactions, and maintain accurate records and cash bank balances. Process guest folios, post charges, settle accounts, and ensure billing accuracy. Receive, manage, and distribute guest messages, mail, and packages in a timely manner. Partner with Hosts and other departments to deliver VIP amenities and special guest arrangements.

Maintain current knowledge of hotel services, casino offerings, community attractions, promotions, and special events. Promote a positive team environment by serving as a role model for service excellence and professionalism. Adhere to all company, departmental, and regulatory policies and procedures. Perform other duties as assigned.

Qualifications

High school diploma or equivalent required. Previous experience in customer service, hospitality, front desk operations, data entry, or a related field required. Outstanding guest service, communication, and interpersonal skills with the ability to interact professionally with guests, team members, and management. Proficient computer skills; experience with Microsoft Office applications, including Word, Outlook, and Excel preferred.

Ability to learn and utilize property management, reservation, and learning management systems. Strong attention to detail, organizational skills, and ability to handle multiple tasks in a fast-paced environment. Career interest in hospitality, gaming, tourism, or a related industry preferred. Ability to work collaboratively as part of a team and maintain positive working relationships. Professional appearance, demeanor, and commitment to delivering exceptional guest experiences.

Ability to read, write, speak, and understand English. Must be flexible to work varying shifts, including nights, weekends, and holidays. Ability to stand for extended periods; bend, stoop, crouch, kneel, twist, and balance as needed. Ability to lift and carry up to 25 pounds. Ability to respond effectively to visual and auditory cues. Manual dexterity required to operate computers, telephones, printers, copiers, and other office equipment.