A World-Class Hospitality Company

Front Desk Clerk

Posted November 19, 2019

Overview

The Front Desk Clerk is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Responsibilities
  • Resolve guest complaints, ensuring guest satisfaction.
  • Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
  • Maintain positive guest relations at all times.
  • Resolve guest complaints, ensuring guest satisfaction.
  • Maintain complete knowledge at all times of: a) all hotel features/services, hours of operation. b) all room rates, special packages and promotions. c) daily house count and expected arrivals/departures. d) scheduled daily group activities.
  • Obtain assigned bank and ensure accuracy of contracted monies.
  • Keep bank secure at all times.
  • Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
  • Process all guest check-ins.
  • Verify registration card information with the guest.
  • Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
  • Direct Bell Person to escort guest and transport their luggage to the room.
  • Handle overbooked or walked in guests.
  • Accept and record wake-up call requests.
  • Monitor, send and distribute guest faxes.
  • Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
  • Resolve discrepancies on the room status report with Housekeeping.
  • Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
  • Process all check-outs.
  • Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
Qualifications

Education & Experience:

  • High School Graduate or General Education Degree (GED).
  • One year previous experience in a similar position in a hotel preferred.
  • Customer service experience required.
  • Basic computer skills required.
  • Must be available to work weekday and weekend shifts.

Courtyard Charlottesville - University Medical Center

139 Room Hotel

Stay at our hotel when visiting Charlottesville & UVA

You’ll love the downtown location and fresh, new look of the Courtyard Charlottesville - University Medical Center. Our newly-renovated Charlottesville hotel is near the University of Virginia and the UVA Medical Center. We're also just minutes from John Paul Jones Arena, Monticello, and Scott Stadium, as well as the Monticello Wine Trail. Each room in our hotel features: - Free Wi-Fi - 32” flat-screen TVs - Refrigerators - Microwaves - Coffee Makers - Upscale bedding. - Suites and hospitality king rooms also offer a wet barOur hotel lobby boasts a meeting space, business library, and 52" GoBoard touch-screen TV. The Bistro offers delicious breakfasts and dinners, proudly serving beverages from Starbucks and our full bar. Eat. Drink. Connect. You can unwind in our heated indoor pool, whirlpool, and fitness room.