As a hotel front desk clerk, you will be the first point of contact for guests and play a crucial role in ensuring their satisfaction during their stay. You will be responsible for providing excellent customer service, managing guest check-ins and check-outs, handling reservations, and addressing guest inquiries and concerns. This position requires strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment.
- Location: Penticton, BC
- Salary: 18.20 hourly / 32 to 40 hours per week
- Terms of employment Permanent employment: Full time Day, Evening, Night, Weekend, Shift, On Call, Flexible Hours, Early Morning, Morning
- Start date: Starts as soon as possible
- Vacancies 1
- Secondary (high) school graduation certificate
- or equivalent experience
7 months to less than 1 year
- Greet guests with a warm and friendly welcome upon their arrival.
- Check guests in and out of the hotel using the reservation system.
- Verify guest information and process payments accurately.
- Assist guests with inquiries about hotel services, amenities, and local attractions.
- Handle guest complaints or issues promptly and ensure their resolution.
- Maintain accurate and up-to-date guest records and documentation.
- Manage room reservations, including booking, modifying, and canceling reservations as needed.
- Coordinate with housekeeping to ensure rooms are ready for guest arrivals.
- Answer phone calls and respond to emails, providing information and assistance as required.
- Assist with handling cash transactions, balancing the cash drawer, and generating daily reports.
- Collaborate with other hotel departments to ensure seamless guest experiences.
- Stay informed about hotel policies, procedures, and promotions to provide accurate information to guests.
- High school diploma or equivalent.
- Previous customer service experience is preferred.
- Excellent communication and interpersonal skills.
- Proficient computer skills and experience with hotel reservation systems.
- Ability to handle cash transactions accurately.
- Strong problem-solving and decision-making abilities.
- Ability to multitask and prioritize tasks effectively.
- Professional appearance and demeanor.
- Availability to work in shifts, including evenings, weekends, and holidays.
- Knowledge of local attractions and services is a plus.
- Register arriving guests and assign rooms
- Process group arrivals and departures
- Take, cancel and change room reservations
- Provide information on hotel facilities and services
- Provide general information about points of interest in the area
- Investigate and resolve complaints and claims
- Exchange foreign currency
- Process guests’ departures, calculate charges and receive payments
- Maintain an inventory of vacancies, reservations and room assignments
- Follow emergency and safety procedures
- Clerical duties (i.e. faxing, filing, photocopying)
- Answer telephone and relay telephone calls and messages
- Assist clients/guests with special needs
- Handle wake-up calls
- Provide customer service
- Public transportation is available
Work conditions and physical capabilities
- Attention to detail
- Fast-paced environment
- Client focus
- Efficient interpersonal skills
- Team player
Who can apply to this job?
Only apply to this job if:
- You are a Canadian citizen, a permanent or a temporary resident of Canada.
- You have a valid Canadian work permit.
If you are not authorized to work in Canada, do not apply. The employer will not respond to your application.
How to apply
Here are some frequently asked questions and answers about Hotel Front Desk Clerk:
What does a hotel front desk clerk do?
A hotel front desk clerk is responsible for providing excellent customer service to hotel guests. They handle guest check-ins and check-outs, manage reservations, process payments, answer guest inquiries, and provide information about hotel amenities and services.
What skills are important for a hotel front desk clerk?
Important skills for a hotel front desk clerk include strong communication and interpersonal skills, excellent customer service abilities, organizational skills, attention to detail, problem-solving skills, and the ability to multitask in a fast-paced environment. Familiarity with hotel reservation systems and basic computer skills are also beneficial.
What are the typical duties of a hotel front desk clerk?
Typical duties of a hotel front desk clerk include greeting and assisting guests, checking guests in and out of the hotel, processing payments, managing reservations, answering phone calls, responding to guest inquiries and requests, providing information about hotel services and amenities, handling guest complaints or issues, and maintaining accurate records and documentation.
What are the working hours for a hotel front desk clerk?
Hotel front desk clerks often work in shifts, including evenings, weekends, and holidays. The hotel industry operates 24/7, so the working hours can vary depending on the hotel’s needs and the specific shift assigned to the front desk clerk.
What qualifications are required to become a hotel front desk clerk?
While specific qualifications may vary depending on the hotel and location, a high school diploma or equivalent is typically required. Previous experience in customer service or hospitality is beneficial. Strong communication and customer service skills are essential, and familiarity with hotel reservation systems and basic computer skills are advantageous.
What is the career growth potential for hotel front desk clerks?
Hotel front desk clerks can pursue various career paths within the hospitality industry. With experience and additional training, they can advance to positions such as front desk supervisor, guest services manager, or hotel operations manager. Some may choose to specialize in areas such as reservations, concierge services, or revenue management.
What challenges may hotel front desk clerks face?
Hotel front desk clerks may face challenges such as managing guest complaints or difficult situations, handling a high volume of check-ins and check-outs during busy periods, multitasking and prioritizing tasks, and working under pressure to ensure guest satisfaction.
How important is customer service in the role of a hotel front desk clerk?
Customer service is crucial for hotel front desk clerks. They are often the first point of contact for guests and play a vital role in creating a positive guest experience. Excellent customer service skills, including being friendly, attentive, and responsive, can contribute to guest satisfaction and help build a good reputation for the hotel.
What is the most rewarding aspect of being a hotel front desk clerk?
The most rewarding aspect of being a hotel front desk clerk is the opportunity to interact with and assist guests from diverse backgrounds and make their stay enjoyable. Providing exceptional service, resolving guest concerns, and leaving a positive impression on guests can be personally fulfilling.
Are there opportunities for career advancement in the hotel industry?
Yes, the hotel industry offers various opportunities for career advancement. With experience and skills development, hotel front desk clerks can move into supervisory or management roles within the front office department or explore other areas of hotel operations, such as sales, marketing, or revenue management.