Job Description
Job Description
Hotel Front Desk Clerk – Job Description
Property: The Dixie Hollywood
Position: Front Desk Clerk / Guest Services Agent
Department: Front Office
Position Summary
The Front Desk Clerk is responsible for providing excellent customer service, managing guest check-ins and check-outs, handling reservations, processing payments, and ensuring the smooth daily operation of the hotel's front desk. This position requires professionalism, attention to detail, strong communication skills, and the ability to resolve guest concerns efficiently.
Key Responsibilities
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Welcome guests and provide friendly, professional customer service.
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Perform guest check-ins and check-outs accurately and efficiently.
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Manage reservations, room assignments, modifications, and cancellations.
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Answer incoming phone calls, emails, and guest inquiries.
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Process payments, deposits, incidental holds, and additional hotel fees.
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Explain hotel policies, amenities, parking, and additional services.
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Respond to guest complaints and resolve issues professionally.
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Coordinate with housekeeping and maintenance regarding room readiness and guest requests.
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Monitor room availability and update reservation records.
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Promote room upgrades, early check-ins, late check-outs, and other hotel services.
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Maintain accurate daily records, cash handling, and shift reports.
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Monitor hotel security and report suspicious activity or safety concerns.
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Keep the front desk, lobby, and guest reception areas clean and organized.
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Assist with other operational duties as assigned by management.
Qualifications
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Previous hotel front desk or customer service experience preferred.
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Strong verbal and written communication skills.
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Basic computer skills; experience with Cloudbeds or similar hotel management software preferred.
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Ability to multitask and remain calm under pressure.
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Excellent problem-solving and organizational skills.
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Dependable, punctual, and professional.
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Ability to work independently and as part of a team.
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Availability to work weekends, evenings, and holidays as scheduled.
Performance Expectations
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Deliver consistently positive guest experiences.
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Minimize check-in and check-out errors.
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Follow hotel payment and security procedures.
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Maintain accurate reservations and guest records.
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Communicate effectively with management and other departments.
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Complete assigned shift responsibilities and provide thorough shift handovers.
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Support hotel revenue goals through appropriate upselling and guest service.
Overall Objective: Ensure every guest receives a welcoming, efficient, and professional experience while supporting the hotel's daily operations and profitability.