Front Desk Clerk

Johnson Hospitality LLC; Burlingame (CA); On-site; USD 25,000 - 33,000; Full time

Job summary

Johnson Hospitality LLC seeks a Front Desk Associate in Burlingame. You will greet guests, manage check-ins/outs, and coordinate with departments to ensure outstanding guest service. You will handle reservations, payments, and key control while maintaining a welcoming presence on site.

Responsibilities include using the PMS to manage bookings, assisting with special requests, and communicating hotel facilities and local amenities to guests. A strong customer-service mindset is essential.

Qualifications

• Customer service oriented with professional communication.
• Ability to handle payments and basic cashiering.
• Strong organization and multitasking skills.
• Comfort with phone systems and guest inquiries.

Responsibilities

• Check guests in and out; make future reservations when needed.
• Post charges to guest accounts and administer payment policies.
• Handle hotel phone system and take messages for guests and staff.
• Manage guest reservations in PMS and note special requests.
• Assist in balancing room availability and revenue maximization.
• Coordinate with departments to fulfill guest requests and notify facilities.
• Provide information about hotel services and local area facilities.
• Maintain courteous, welcoming demeanor with guests in person and on the phone.
• Follow safety guidelines, QA standards, and proper key control.
• Update room status with housekeeping and communicate any changes.

Job description

Job Details

Job Location: Hampton Inn and Suites San Francisco Burlingame Airport - BURLINGAME, CA 94010

Salary: $21.00 - $21.00 Hourly

Title: Front Desk Associate

Department: Front Office

Supervisor: Front Desk Supervisor/Operations Manager/AGM and/or General Manager

Summary

Responsible for handling the requests and transactions of the hotel guests, and coordinating with the other departments as necessary, while providing outstanding guest service.

Essential Functions

• 1. Check guests in and out of the hotel. Make future reservations when necessary
• 2. Post valet charges and other miscellaneous charges to guest accounts
• 3. Administer hotel guest payment policies
• 4. Handle hotel phone system, transfer calls. Take messages for guests as well as hotel staff
• 5. Take, modify and cancel guest reservations, inputting same into PMS, noting any special requests
• 6. Assist in the verification, balancing and revenue maximization of hotel's room availability
• 7. Coordinate with other departments to fulfill guest special requests
• 8. Communicate hotel facilities and services to guests at check-in
• 9. Always have a friendly and welcoming demeanor when interacting with our guests over the phone and in person
• 10. Use the L.E.A.R.N Model for all guest recovery incidents that occur (Listen, Empathize, Apologize, React, Notify)
• 11. Answer guest questions regarding local area facilities
• 12. Responsible for shift cash transactions
• 13. Responsible for following hotel’s cash handling procedures
• 14. Responsible for maintaining hotel key security system
• 15. Responsible for the proper administration of key control for issued keys
• 16. Responsible for the proper administration of keys left by guests
• 17. Administer guest safe deposit boxes
• 18. Fill out maintenance work orders and deliver to supervisor/manager or designated area in a timely manner
• 19. Responsible for knowing all hotel emergency procedures
• 20. Follow all hotel safety guidelines and requirements
• 21. Responsible for following all hotel quality assurance standards for department
• 22. Bring all lost and found items to the supervisor’s or manager’s office for logging and storage
• 23. Accommodate guest special requests courteously
• 24. Answer guest questions regarding hotel and local area facilities and
• 25. Inform housekeeping of vacant dirty suites as they become available upon checkout
• 26. Update room status as housekeeping notifies the desk of changes
• 27. Read and communicate clearly
• 28. Distribute mail to guest boxes as well as to hotel staff
• 29. Notify Supervisor, Operations Manager, AGM or General Manager of any problems with front desk supplies and/or equipment
• 30. Maintain an inventory of special guest service items such as roll-aways, cribs, irons, etc.
• 31. Track status of guestrooms used for tours and status of guestrooms in maintenance
• 32. Notify housekeeping and maintenance of any reported problems with guestrooms or grounds
• 33. Carry out any reasonable request by management that I am capable of performing

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

These duties may require you to frequently bend, lift, carry, twist, push, pull, reach, kneel, and may require prolonged periods of standing and/or walking. Must be able to lift, push, and pull a minimum of 50 pounds. You will be trained to perform all of these functions within the required safety guidelines and expectations. If at any point you feel you are unable to perform any of these functions, please let your manager know immediately.

Qualifications