Front Desk Clerk - job 1 of 3

Job Summary

The Guest Services Agent is responsible for the guest’s experience at the beginning and end of their stay by performing check-in/out and interaction with guests and the general public by phone and in person.

Essential Duties and Responsibilities
• Provides professional and courteous guest service at all times
• Greets arriving guests
• Answers telephone calls courteously and efficiently
• Responds to inquiries regarding hotel services, guest registration, local shopping, dining, entertainment, and travel directions
• Generates, confirms, cancels, and changes guest reservations
• Keeps records of room availability and guest’s accounts
• Assists arriving and departing guests with luggage
• Computes bills, receives payments, and makes change for guests
• Makes restaurant, transportation, or entertainment reservations for guests
• Promotes any current hotel and franchise marketing programs

Additional Duties
• Assumes manager duties in absence of General Manager
• Transmits and receives messages through telephone, facsimile, and switchboard
• Maintains wake-up call service
• Posts ancillary charges to guest folios (food, room, telephone)
• Maintains clean and neat work and storage space
• Assists with appropriate storage of guest property
• Attends monthly department meeting
• Completes projects as determined by Rooms Operations Manager
• Participates in ongoing education and training of Franchise and Hotel Management Company

Essential Behavior Requirements
• Customer Service: Displays a professional sense of urgency when communicating and interacting with customers, coworkers, and the public in a way that exceeds the customer’s wants and needs. Identifies opportunities to improve and deliver additional value to customer’s experience by presenting creative solutions and innovative ideas.
• Communication: Actively listens to customers, coworkers, and the public (viewing the situation from the customer’s perspective) and works together to solve the problem through effective communication.
• Problem Solving: Ability to recognize and define problems; analyze relevant information; encourage alternative solutions and plans to resolve situations; seeks additional assistance when needed.
• Quality: Work “product or service” is free of errors and exceeds customer expectations. Education or Experience- High school diploma or GED equivalent; no prior experience is required.
• Language Skills- Must have developed language skills to the point to be able to: read and comprehend instructions, safety rules, and memos. Speak clearly, distinctly, and with confidence using appropriate pauses, emphasis, correct English, and punctuation.
• Mathematical Skills- Requires mathematical development sufficient to be able to: add, subtract, multiply, and divide all units of measure.
• Reasoning Ability- Must have developed reasoning skills to be able to: apply common sense and understanding to carry out instructions in written, oral, or diagram form. Ability to professionally deal with problems in standardized situations.

Physical Requirements
• Ability to pass physical exam, drug test, and background check
• Requires walking and standing to a significant degree, reaching, handling, lifting, talking, hearing and seeing
• Lifting up to 50 lbs. maximum with frequent lifting and/or carrying or transporting of objects weighing up to 25 lbs.
• Primarily inside environmental conditions

Job Types: Full-time, Part-time

Pay: From $18.00 per hour

Benefits:
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:
• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Weekends as needed

Education:
• High school or equivalent (Preferred)

Experience:
• Hospitality: 1 year (Required)

Shift availability:
• Day Shift (Required)
• Night Shift (Required)

Ability to Commute:
• Silver Spring, MD 20910 (Required)

Ability to Relocate:
• Silver Spring, MD 20910: Relocate before starting work (Required)

Work Location: In person