Job Information
The Otesaga Resort Hotel Front Desk Clerk in Cooperstown, New York
Job Summary
Check in and out guests daily. Be available to answer questions and take requests. Thinking and problem solving on the fly as every day brings a new opportunity to make someone happy.
Essential Job Functions
To successfully perform this job, an individual must perform each essential duty listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.
Customer satisfaction is your number one goal
Maintain the proper uniform at all times
Handle any guest complaints quickly and get a manager when needed
Provide a high level of customer service
Ensure that personalized service is offered to every guest
Check guests in and out assuring a smooth and pleasing experience
Ensuring that all Otesaga Standards and practices are strictly adhered to
Answer the main switchboard and direct calls accordingly
Maintain a clean and tidy work area and comply with all health, safety, and hygiene standards and policies.
Help all guests with issues and concerns not only with rooms but any other area of the hotel
Maintain a cash bank and assure all cash handling procedures are followed
Be the communication center of the hotel ensuring prompt communication with all departments
Ensure the fire panel is attended to when needed
Communicate guest needs to the proper department (bell staff, housekeeping, maintenance)
Remain at the front desk and consistently initiate greeting with all guests “Good Morning, Good Afternoon...”
Employees refrain from personal conversations in the presence of guests
Employees converse with guests in a professional, and courteous manner avoiding slang terms and jargon
Cell phones are to be left in the back away from the guests and are not to be used on company time
Receive delivered supplies and verify correct items and quantities have been delivered.
Other tasks as needed
Education: High school diploma or general education degree (GED)
Required Experience:
The person in this position needs to:
Experience in hospitality industry
Preferred experience with guest relations.
Knowledge, Skills, & Abilities
Ability to work nights, weekends & holidays as required
Eager to learn SMS Host
Excellent organizations and time management skills
Set a positive tone and strong work ethic, leading by example.
Ability to accurately describe, recommend local attractions and restaurants
Possess basic math skills and ability to operate POS system
Maintain professional presentation (must adhere to company and department dress code)
Ability to upsell
Outstanding guest service skills
Ability to clearly communicate both verbally and in writing
Strong knowledge of pricing, budgets, and cost controls
Physical Requirements:
These physical requirements for this position may be accomplished with or without reasonable accommodations.
While performing the duties of this job, the employee is regularly required to stand, and/or move for extended periods of time (approximately 8 to 10 hours), twist at the neck and trunk, bend at the waist and stoop, kneel, or crouch. The employee is frequently required to reach with hands and arms. Employees will frequently use hands to handle objects and tools and operate service equipment and computers. The employee will also frequently ascend and descend stairs. Vision abilities required by this job include close vision and color vision.
Work Conditions: The position will require you to work morning, evening, weekend, and holiday hours. While performing the duties of this job, the employee generally works in a moderate to loud environment dependent on specific work site and/or equipment operation. The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.