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Front Desk Clerk
Detailed Description
Vision Statement
Our goal at The Banff Aspen Lodge is to continually strive to improve our customer service, room cleanliness and maintenance in order to better meet the needs of our clients.
Regular staff meetings, intervention programs, courses and safety drills along with staff incentives, will ensure staff are knowledgeable, efficient and ensure targets are set and achieved within specified times allocated.
Duties and Responsibilities
- Report on duty, on time and in uniform
- To give the best service and assistance to all hotel guests and visitors, while maintaining highest revenues
- Make guests feel welcome by exhibiting and maintaining a positive, friendly and courteous attitude at all times
- To be familiar with all accommodations and facilities
- To know the Health and Safety Policy and Emergency Plan of the hotel
- To understand the Health and Safety Program along with practicing safe work practices
- Co-ordinate arrivals/departures, communicate with housekeeping department with any special requests or changes. Check in & out guests as necessary
- Assist in making room reservations, processing deposits and sending confirmations
- Accept and balance payments done on shift & ensure all shifts are balanced when on night audit
- Keep files neat, organized & up to date
- Handle guest enquiries and complaints in a professional manner, consistent with hotel policy
- Keep clear and concise records of complaints or disturbances. Make the Front Office Manager (and Manager) aware of these by filling out the appropriate documents
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- Pass on to following shift any relevant information
- Make sure guest messages are forwarded to them promptly
- Keep track of master keys
- Ensure lobby, fireplace lounge, kitchen and front office areas are clean and organized
- Answer written enquiries, type correspondence as required
- Complete appropriate checklists
- Ensure that all enviromental policies are followed
- Do security checks on property as specified on the checklist and as necessary
- Take care of maintenance and housekeeping problems as necessary
- Be informed about local attractions and events and how to access additional information
- Liaise with other departments as required
- Any other associated duties as required
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