Front Desk Clerk Duties and Responsibilities

Updated on May 10, 2019

The front desk of any organization holds great importance as it reflects the overall company’s image.

Be it a business or a hotel; front desk personnel is responsible for providing customers with a first impression – which is usually considered to be the last impression, especially if it is the hospitality arena.

Companies and hospitality settings employ people at many levels to ensure that a positive company image is maintained and projected.

Even though the position of a front desk clerk is an entry-level one, much is dependent on it. Front desk clerks perform one of the biggest jobs in a hotel which are checking guests in and out.

This in itself is a huge responsibility which a front desk clerk needs to do with total professionalism while maintaining a pleasant demeanor.

See also: Front Desk Clerk Resume

Some other important duties and responsibilities of a hotel front desk clerk include.

 

Front Desk Clerk Duties and Responsibilities

• Greet guests and provide them with room availability and hotel facilities information

• Assign rooms to guests and provide them with instruction on using automated keys

• Make reservations over the phone and confirm them by giving call back services

• Instruct bellhops to escort guests to their rooms and handle luggage

• Maintain information on room availability and guests’ accounts

• Perform bookkeeping activities such as position charges and computing bills

• Collect payments in the form of cash and process credit card payments

• Record guests’ comments and complaints

• Advise housekeeping staff to handle tasks when rooms are vacated

• Answer incoming telephone calls and provide information on the hotel’s services

• Take and relay messages to guests

• Issue safety deposit boxes to guests when requested

• Accept and carry out wake-up call requests

• Make cash drops at the end of each shift

• Refer guests to appropriate departments to ensure that their complaints are resolved

• Take and verify identification during check-ins

• Perform cleaning and maintenance tasks on the front desk

• Offer guests advice on local shopping and eating areas

• Communicate with staff on the previous shift to manage guests’ arrivals and reservations

• Inform management of any discrepancies in front desk operations

• Balance rebates and miscellaneous charges

• Provide guests with information on entertainment prospects inside the hotel

• Provide travel instructions to guests and arrange for transportation

• Complete and present reports pertaining to housekeeping to the management

• Report safety hazards to the management or security officials




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