Hotel Front Desk Clerk
Company: Homewood Suites by Hilton/ Crescent
Posted on: November 26, 2022
*Position: Guest Services Agent*
*JOB OVERVIEW**: * Greet and register guests, provide prompt and
courteous service, and close out guest accounts upon completion of
stay to meet Crescent and brand high standards of quality.
*REPORTS TO**: * Front Office Manager
*ESSENTIAL JOB FUNCTIONS**: *
*1. *Greet customers immediately with a friendly and sincere
welcome. Use a positive and clear speaking voice, listen to and
understand requests, respond with appropriate action and provide
accurate information such as outlet hours and local
*2. *Complete the registration process by inputting and retrieving
information from a computer system, confirming pertinent
information including number of guests and room rate. Promote
Crescent and brand marketing programs. Make appropriate selection
of rooms based on guest needs. Code electronic keys. Non-verbally
confirm the room number and rate. Provide welcome folders
containing room keys, certificates, coupons and refreshment center
keys as appropriate.
*3. *Verify and imprint credit cards for authorization using
electronic acceptance methods. Handle cash, make change and balance
an assigned house bank. Accept and record vouchers, travelers
checks, and other forms of payment. Convert foreign currency at
current posted rates. Post charges to guest rooms and house
accounts using the computer.
*4. *Promptly answer the telephone using positive and clear
communication. Input messages into the computer. Retrieve messages
and communicate the content to the guest. Retrieve mail, small
packages and facsimiles for customers as requested.
*5. *Close guest accounts at time of check out and ascertain
satisfaction. In the event of dissatisfaction, negotiate
compromise, which may include authorizing revenue allowances.
*6. *Field guest complaints, conducting thorough research to
develop the most effective solutions and negotiate results. Listen
and extend assistance in order to resolve problems such as price
conflicts, insufficient heating or air conditioning, etc. Remain
calm and alert especially during emergency situations and heavy
hotel activity. Plan and implement detailed steps by using
experienced judgment and discretion.
*7. *Comply with attendance rules and be available to work on a
*8. *Perform any other job related duties as assigned.
*REQUIRED SKILLS AND ABILITIES: *
Must have the ability to communicate in English. Self-starting
personality with an even disposition. Maintain a professional
appearance and manner at all times. Can communicate well with
guests. Must be willing to "pitch-in" and help co-workers with
their job duties and be a team player. Considerable skill in the
use of a calculator to prepare moderately complex mathematical
calculations without error. Ability to effectively deal with
internal and external customers, some of whom will require high
levels of patience, tact and diplomacy to defuse anger, collect
accurate information and resolve conflicts. Ability to stand and
move throughout front office and continuously perform essential job
functions. Ability to access and accurately input information using
a moderately complex computer system. Ability to observe and detect
signs of emergency situations. Ability to establish and maintain
effective working relationships with associates, customers and
*PERFORMANCE STANDARDS *
Our customers are what we are about. One of the keys to a positive
guest experience is positive interaction with Crescent staff. It is
essential that you remain professional at all times, and that you
treat all guests and associates with courtesy and respect, under
all circumstances. Every Crescent associate is a guest relations
ambassador, every working minute of every day.
In order to maintain a positive guest and associate experience,
your work habits should always meet and strive to exceed hotel
standards for work procedures, dress, grooming, punctuality and
attendance. You should be adaptable to change in your work area and
in hotel procedures with a willingness to learn new skills and/or
improve existing ones, have the ability to solve routine problems
that occur on the job and ask for help whenever you are not sure
how to do something.
Safety & Security:
The safety and security of our guests and associates is of utmost
importance to Crescent. Every Crescent associate should adhere to
the hotel security policies and procedures, particularly regarding
key controls, lifting heavy objects, using chemicals, and
effectively reporting safety hazards and safety concerns.
This description excludes non-essential and marginal functions of
the position that are incidental to the performance of the
fundamental job duties. Furthermore, the specific examples in each
section are not intended to be all-inclusive. Rather, they
represent the typical elements and criteria considered necessary to
perform the job successfully. Other job-related duties may be
assigned by the associate's supervisor.
Furthermore, this description is subject to change, in the sole
discretion of the Company, and in no way creates an employment
contract, implied or otherwise; each associate remains, at all
times, an "at will" associate.
Job Type: Full-time
Pay: $17.00 - $19.00 per hour
* Dental insurance
* Flexible schedule
* Health insurance
* Paid time off
* Vision insurance
* 10 hour shift
* 8 hour shift
Ability to commute/relocate:
* Englewood, CO 80112: Reliably commute or planning to relocate
before starting work (Required)
* Customer service: 1 year (Preferred)
Work Location: One location%58047475%
Keywords: Homewood Suites by Hilton/ Crescent, Denver , Hotel Front Desk Clerk, Other , Englewood, Colorado
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