Full job description

We’re seeking an energetic and detail-oriented Front Desk Clerk to join our team at Petit Ermitage, hotel known for its warmth, charm, and elevated guest experience. The Front Desk Clerk is responsible for delivering exceptional guest service by warmly welcoming guests, efficiently managing check-in and check-out procedures, and responding to guest inquiries in a professional and courteous manner. This role ensures accurate processing of reservations, payments, and room assignments while maintaining up-to-date guest records.

The ideal candidate serves as the primary point of contact for guests and members, addressing requests and resolving concerns promptly or escalating issues as needed to ensure guest satisfaction. Additional responsibilities include coordinating with other departments, maintaining a clean and organized front desk area, and supporting overall hotel operations to uphold service and safety standards.

Responsibilities

• Greet guests, answer questions, and quickly respond to all requests in a well-spoken, thoughtful, friendly and helpful manner; thank guests for staying with us at every opportunity.
• Provide a positive first impression for each and every guest to the Hotel.

• Confirm room requirements and pre-registration; assign rooms; collect required information and signatures; issue room keys; and accurately enter guest and room account data.
• Accurately process all cash and credit card transactions in accordance with established procedures, including posting charges, completing cashier reports, preparing deposits, and reconciling and securing assigned banks.
• Proactively upsell room categories to optimize hotel revenue.
• Show room locations, point out hotel amenities, answer inquiries regarding hotel and other services guests may require, such as, Internet access, fitness center, entertainment, shopping, and transportation to and from the hotel.
• Stay current with hotel and restaurant promotions, menus, and events.
• Engage guests with thoughtful conversation, inquire about their stay, and ensure overall satisfaction.
• Enter reservations into systems, checking availability, and confirming requirements in accordance with hotel’s yield management practices.
• Monitor guest flow to ensure safety, comfort, and adherence to service standards.
• Participate in safety drills and assigned duties. Promote guest safety and security programs by clearly explaining safe practices within the hotel.
• Respond to guest requests with professionalism; ensure satisfaction through effective service recovery; support team goals; provide personalized attention; take ownership; and perform all assigned duties.
• Communicate guest requests and concerns to the appropriate team members to ensure full satisfaction; maintain a clean, organized, and well-stocked work area.

What We’re Looking For

• Minimum one year experience in guest service, front desk, or hospitality preferred.
• Friendly, confident, and professional demeanor.
• Strong communication and people skills.
• Ability to remain calm and composed in busy environments.
• Team-oriented mindset and willingness to support operations.
• Monitor guest flow to ensure safety, comfort, and adherence to service standards.
• While performing the duties of this job, the employee is regularly required to bend, push, pull, stand, walk, and talk or hear.
• The employee frequently is required to use hands to finger, handle, or feel objects, or telephone.
• Must regularly lift and/or move up to 10-25 pounds.
• Standing or walking during entire 8-hour or longer shifts.
• Flexible scheduling availability including evenings, weekends, and holidays.