Full job description

FRONT DESK CLERK

This job description provides a basic guideline of the duties, responsibilities and requirements of this position. The frequency codes assigned in the job description are: Rarely (less than 1%); Occasionally (between 1% and 33%); Frequently (between 34% and 65%); and Constantly (between 66% and 100%).

QUALIFICATIONS

• Prior cash handling experience necessary.
• High School graduate or G.E.D. equivalent.
• 7th/8th grade math skills required.
• Ability to communicate effectively with the public and other employees.
• Read, write and speak English fluently.
• No employee will pose a direct threat to the health/safety of self or others.

PERFORMANCE STANDARDS

• CUSTOMER SERVICE: Meet service quality standards that affect guest satisfaction; respond to guest questions or problems in a timely, professional manner.
• WORK HABITS: Meet the hotel standards for work procedures, dress, grooming, attendance, and punctuality; report to work and return from breaks on time; give advance notice when absence is anticipated; require typical amount of supervision; accept work assignments without complaints.
• PERSONAL DEVELOPMENT: Accept opportunities to learn new skills, improve performance or cross-train for other hotel positions; solve routine problems that occur on the job; ask questions when not sure how to complete something; learn new skills as quickly as most others in the same job.
• SAFETY AND SECURITY: Be alert to hazards and responsible in carrying out hotel’s safety, security, and emergency procedures; suggest ways to improve safety conditions that reduce or prevent accidents and injuries; participate on safety committee or other special projects for safety; actively seek and report potential security risks or hazardous conditions.
• FRONT DESK OPERATIONS: Follow the hotel’s recommended guest arrival and departure procedures; understanding of computer-based front desk systems is sufficient to perform the primary responsibilities of the job; answer guests’ questions about the hotel services and amenities.

ESSENTIAL FUNCTIONS

• Constantly. Answer guest questions and offer information and assistance.
• Constantly. Answer telephones.
• Constantly. Check guests in and out.
• Constantly. Communicate with other departments to fulfill guest needs.
• Constantly. Maintain work area neat and organized.
• Constantly. Maintain keys in secure area.
• Constantly. Report all unsafe conditions immediately.
• Constantly. Update information in the computer systems as needed (i.e., post charges).
• Frequently. Complete other duties as assigned by supervisor to include cross training.
• Occasionally. Attend all mandatory meetings.
• Occasionally. Follow checklist for required duties and timelines.
• Occasionally. Process personal and traveler’s checks, handle safe deposit boxes.

ESSENTIAL FUNCTIONS (continued)

• Occasionally. Read, pass on log and communicate with previous shift.
• Occasionally. Run reports and complete them, i.e., high balance, cash basis, etc.
• Occasionally. Use verifone to authorize credit cards and checks.

PHYSICAL REQUIREMENTS

• SITTING: Rarely.
• STANDING/WALKING: Constantly. At the front desk on tile or carpet.
• CROUCHING (BEND AT KNEES): Frequently. When getting supplies from cabinets, picking things up from floor and loading the printers with paper.
• KNEELING/CRAWLING: Rarely.
• STOOPING (BEND AT WAIST): Constantly. Getting keys, supplies and doing paperwork on the front desk.
• TWISTING (KNEES/WAIST/NECK): Constantly. Working with several people at once; watching for guests; retrieving materials.
• CLIMBING: Rarely.
• BALANCING: Rarely.
• LEG/FOOT USE: Rarely.
• REACHING (OVERHEAD/EXTENSION): Constantly. Passing materials to guests over the front desk counter.
• HANDLING/GRASPING: Constantly. Handling telephones, folios, files, supplies, keyboards, grasping pens, telephones and credit cards.
• FINGERING/FEELING: Constantly. Computer keyboard.
• PUSHING/PULLING: Occasionally. Average weight: 5 lbs.; maximum weight: 20 lbs.
• LIFTING/CARRYING: Occasionally. Average weight: 5 lbs.; maximum weight: 20 lbs.
• OTHER PHYSICAL DEMANDS: Rarely.

USE OF SENSES

• TALKING IN PERSON: Frequently. With guests, public and employees.
• TALKING ON TELEPHONE: Frequently. With guests, public and employees.
• OTHER SPEECH REQUIREMENTS: Occasionally. Using 2-way radios and pagers.
• HEARING IN PERSON: Frequently. With guests, public and employees.
• HEARING ON TELEPHONE: Frequently. With guests, public and employees.
• OTHER HEARING REQUIREMENTS: Occasionally. Using 2-way radios and pagers.
• NEAR VISION: Constantly. Corrected to 20/40 for paperwork and computer work.
• FAR VISION: Constantly. Corrected to 20/40.
• DEPTH PERCEPTION: Rarely.
• COLOR VISION: Rarely.
• FULL FIELD VISION: Rarely.
• SMELL: Frequently. Detect potential hazards and odors.

MENTAL REQUIREMENTS

• INTERACTION WITH OTHERS/COMMUNICATIONS SKILLS: Constantly. Professionally deal with difficult situations/people.

MENTAL REQUIREMENTS (continued)

• DEADLINES/SHIFT WORK/OVERTIME: Constantly. Meet deadlines as required. Meet multiple priorities of business demands. Adjust to schedule changes and cover shifts on short notice.
• FLEXIBILITY: Frequently. Need to work a variety of hours. Varied tasks under varied conditions.
• PACE: Frequently. Must change pace as business demands.
• HIGHLY REPETITIVE WORK: Frequently. Doing the same procedures.
• ATTENTION TO DETAIL: Constantly. Matching room blocks, credit information, group instructions and filling out reports.
• OTHER PSYCHOLOGICAL DEMANDS: Frequently. Work with guests who may have demands or expectations, which cannot be met due to the lack of equipment or the facility.

ENVIRONMENTAL SETTING

• SAFETY REQUIREMENTS (I.E., CLOTHING, SAFETY EQUIPMENT REQUIRED, ACTIVITIES PERFORMED): Constantly. Adhere to safety standards and procedures.
• EXPOSURES (FUMES, CHEMICALS, VIBRATIONS, HUMIDITY, COLD, HEAT, DUST, NOISE): Constantly. Exposed to computer printer noise and telephone noise. Visually exposed to CRT.
• OPERATION OF EQUIPMENT/TOOLS/VEHICLES: Constantly. Operating keyboards, CRT’s, verifone and printers.