Front Desk Clerk / Reservationist

Description

Front Desk & Guest Care

We are looking for people that have a passion to serve others! Working at the front desk means you are at the hub of the hotel with the most interaction with our guests. Your role is key to the overall experience the guest will have. Your keen sense of being proactive, responsive and caring will make all the difference. If you enjoy engaging with others and have a winning personality and high sense of responsibility – this role is perfect for you! We have a great company culture at Concord Hospitality where everyone is valued and treated with respect.

Role Responsibilities:

As a Front Desk Clerk or Guest Services Clerk you have the responsibility to give our guests the best hospitality experience they can have by:

• Assisting guests efficiently, courteously and professionally at all times.
• Maintain a high level of service and hospitality.
• Promptly and effectively deal with guest concerns or issues and see all are met to satisfaction in timely manner.
• Post guest charges, collect payments and follow all cash handling procedures as required by Concord.
• Handle guest mail and messages with respect to privacy and professionalism.
• Be knowledgeable of the hotel brand and various programs (travel programs, special offers).
• Be a great communicator to various departments and management on guest comments and concerns.
• Respond quickly to incoming calls, lobby visitors and team members needing front desk assistance.
• Have full knowledge of hotel safety and emergency procedures.

As a Reservationist

• Maintains complete knowledge of hotel amenities and layout, local attractions, and airport transportation.
• Be able to accurately give directions and information regarding the immediate and metro area.
• Reads log book(s) and memos daily.
• Keeps up-to-date on in-house groups and functions.
• “Posts up” demonstrating a readiness to help.
• Follows security procedures with regard to room keys, masters, etc.
• Each associate will be required to follow the rules as found in the Marriott/Concord Hospitality Associate Handbook.
• Assists in pre-registration and blocking of reservations when necessary.
• Have thorough knowledge of hotel credit and check cashing policies and procedures.
• Handles guest check-in and check-outs in a courteous and professional manner.
• Have knowledge of reservations and procedures take same day reservations. Know the cancellation procedures and walk procedures.
• Promotes guest-related programs (Marriott Rewards, Comment Cards, etc.).
• Maintains neatness and order in the work area.
• Balances all cashiering transactions consistently.
• Handles multiple tasks during peak times.
• Uses slow periods efficiently, stocking supplies, and cleaning, etc.
• Makes no errors in paperwork, check-in functions are accurate, and registration cards are complete.
• Knows selling strategy at all times.
• Adheres to all credit policies.
• Demonstrates thorough knowledge of emergency procedures.
• Possesses knowledge of all Front Office positions - Front Desk, Bellstand, AYS, Concierge, and Rooms Control.
• Is open to a flexible schedule.
• Is expected to carry out all reasonable requests by management that the associate is capable of performing.
• Offers the hotel guests the best possible service through courteous and proper phone answering procedures.
• Understands various payment options and procedures of Room Service.
• Ensure that all customer complaints are recorded in the Guest Response Program in a timely and professional manner.
• Ensure that all guests who experience a problem receive an appropriate response, any promised compensation is delivered, and an appropriate follow-up in a timely and professional manner.
• Able to use sales dialogue in selling the Room Service menu, beverage, wines, etc.
• Know culinary terminology.
• Know the Gold Standard Brands.
• Able to use the Room Service Use records.
• Take Room Service Orders as outlined in the New Hire Guide.
• Have full knowledge of the Room Service POS system and its functions.
• Able to operate and explain TDD operation for guests; always has equipment ready to receive TTY calls.
• Prepare wake-up call sheets; records the guests name and room number under the requested time; repeats information to the guest to ensure proper handling of wake-up.
• Sets wake-up clock or input as requests come in.
• Notes charges on incoming calls not received by the call accounting system; post in PMS.
• Handles mail and messages per outlined procedures.
• Attends all scheduled department meetings.
• Must attend Service Excellence class and obtain an 80% or higher in observations.

Here are some reasons our associates like working for us:

Benefits (Full Time Associates only)

We offer competitive wages. Full-time associates are eligible to participate in a comprehensive benefit package, which includes medical/dental/vision plans, life insurance, ST/LT disability options, 401K options, tuition assistance, discounted room rates at Concord managed hotels, plus training & development and career advancement opportunities.

Why Concord?

Our culture is based on our five Cornerstones and they are what we consider our foundation: Quality, Integrity, Community, Profitability, and Fun. It’s important to us to provide a great work environment for our associates and we strive to hire the BEST associates in the market. At Concord, you can enjoy a culture where you are valued and our Associate First policy is a way of life. Utilize your hospitality talents with a Company that cares about you and your development. We do many fun things on property to stay engaged with our associates and show you we care about you.

If you are seeking a position where you can grow and be a part of a fun team, this job may be your answer. We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace.