Front Desk Clerk

Johnson Hospitality LLC; Los Altos (CA); On-site; USD 25,000 - 34,000; Full time

Job summary

Johnson Hospitality LLC in Los Altos, CA seeks a Front Desk Clerk to warmly welcome guests and manage check-in/check-out procedures. You will input reservations, post charges, and coordinate with housekeeping and other departments to ensure guest satisfaction.

Responsibilities include handling guest inquiries, maintaining the front desk phone system, processing payments, balancing cash, and upholding safety and quality standards.

Qualifications

• High school diploma or equivalent required.
• Excellent customer service and communication skills.
• Ability to lift up to 50 pounds.
• Familiarity with hotel POS/PMS preferred.
• Experience in hospitality is a plus.

Responsibilities

• Check guests in and out and manage reservations.
• Post valet and incidental charges to guest accounts.
• Handle guest payment policies and cash procedures.
• Answer phone calls and transfer as needed.
• Update room status with housekeeping.
• Coordinate with departments to fulfill guest requests.
• Maintain security of keys and safe deposit boxes.

Skills

Guest services

Cash handling

Phone etiquette

Communication skills

Teamwork

Education

High School Diploma or equivalent

Tools

PMS system

Telephone system

Job description

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 necessary2. Post valet charges and other miscellaneous charges to guest accounts3. Administer hotel guest payment policies4. Handle hotel phone system, transfer calls. Take messages for guests as well as hotel staff5. Take, modify and cancel guest reservations, inputting same into PMS, noting any special requests6. Assist in the verification, balancing and revenue maximization of hotel's room availability7. Coordinate with other departments to fulfill guest special requests8. Communicate hotel facilities and services to guests at check-in9. Always have a friendly and welcoming demeanor when interacting with our guests over the phone and in person10. 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 facilities12. Responsible for shift cash transactions13. Responsible for following hotel’s cash handling procedures14. Responsible for maintaining hotel key security system15. Responsible for the proper administration of key control for issued keys16. Responsible for the proper administration of keys left by guests17. Administer guest safe deposit boxes18. Fill out maintenance work orders and deliver to supervisor/manager or designated area in a timely manner19. Responsible for knowing all hotel emergency procedures20. Follow all hotel safety guidelines and requirements21. Responsible for following all hotel quality assurance standards for department22. Bring all lost and found items to the supervisor’s or manager’s office for logging and storage23. Accommodate guest special requests courteously24. Answer guest questions regarding hotel and local area facilities25. Inform housekeeping of vacant dirty suites as they become available upon checkout26. Update room status as housekeeping notifies the desk of changes27. Read and communicate clearly28. Distribute mail to guest boxes as well as to hotel staff29. Notify Supervisor, Operations Manager, AGM or General Manager of any problems with front desk supplies and/or equipment30. 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 maintenance32. Notify housekeeping and maintenance of any reported problems with guestrooms or grounds33. Carry out any reasonable request by management that I am capable of performingPlease 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.