Front Desk Specialist - Flexible Hours & Guest Experience

Hilton Garden Inn- Groton; Metairie (LA); Sur place; USD 25 000 - 35 000; Plein temps

Résumé du poste

A leading hotel management company in Metairie, Louisiana is seeking a Front Desk Clerk to serve as the primary liaison to guests. This role involves welcoming and registering guests, handling inquiries, and ensuring maximum guest satisfaction. The ideal candidate must possess strong customer service skills and the ability to handle complaints efficiently. Responsibilities include processing payments, coordinating with housekeeping, and maintaining front desk operations. This position offers an opportunity to work in a vibrant hotel environment.

Qualifications

• Excellent customer service skills to ensure guest satisfaction.
• Ability to handle guest complaints and provide solutions.
• Familiarity with front desk operations and software.

Responsabilités

• Check in and check out guests efficiently.
• Handle reservations and guest inquiries professionally.
• Ensure compliance with hotel standards and safety protocols.

Connaissances

Customer service orientation

Ability to work independently

Ability to follow instructions

Description du poste

Front Desk Clerks serves as the primary liaison to guests and are responsible for welcoming and registering hotel guests, explaining accommodations and taking payments. Checks guests out and explains billing. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with brand standards and company policies. The following reflects the essential job duties but does not restrict tasks that may be assigned. Duties of this job may be changed at management’s discretion.

Duties include:

• Check in guests in an efficient and friendly manner. Assures that guest is assigned type of room requested and that the correct rate is charged and issues guest keys
• Also follows brand standards for checking in elite members
• Checks out guests at end of stay. Ascertains guest satisfaction, collects keys, posts any late charges and presents bill to guests. Accurately settles bill
• Handles incoming guest phone reservations
• Answers inquiries pertaining to hotel services; gives entertainment suggestions and travel directions
• Handles all guest complaints or problems to exceed the guest expectations
• Handles all guest service requests, makes changes as necessary
• Serves as hotel phone operator and directs all calls to proper extensions and takes and delivers phone messages
• Keeps records of room availability and guest’s accounts. Operates front desk software
• Maintains a balanced cash/billing drawer
• Maintains and takes responsibility for all cash and credit card transactions during working hours
• Completes any necessary accounts receivable and direct billing tasks
• Follows brand standards when processing guests’ stays based on brand point system
• Welcome guests and respond to requests in a prompt and professional manner
• Check the working condition of equipment and report to supervisor all unsafe or malfunctioning equipment
• Uses suggested selling techniques to sell rooms and to promote other services of the hotel
• Coordinates room status updates with housekeeping department
• Knows how to use office equipment
• Knows all safety and emergency procedures
• Maintains awareness of all rates
• Communicates with the previous and following shifts
• Print arrival list from booking.com and Expedia and other third party sites and ensure all reservations are on Opera
• Ensures compliance with energy conservation and job safety requirements
• Proactively maintain assigned areas and equipment
• Ensure efficient completion of daily assignments in a timely manner
• Report all safety concerns to management
• Attend and participate in all mandatory trainings and meetings
• Flexible with schedule and assignments
• Maintain effective performance under pressure
• May perform similar duties as requested by supervisor

Requirements:

• Ability to work independently and with others
• Ability to give and follow verbal and written instructions