Job description

The historic Hawthorne Hotel in Salem has openings for part-time Front Desk Clerks.

Job Overview

Front Desk clerks are the “face” of the Hawthorne, usually the first members of staff guests see. You need to be poised, professional, and personable at all times, whether interacting with guests or colleagues. Clerks answer all phone lines and direct calls in a friendly and efficient manner. Clerks also provide concierge services to guests.

Essential Functions
· Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key.

· Answer the hotel’s three main phone lines using the proper etiquette, transferring calls in a polite and efficient manner.

· Process all payment types such as room charges, cash, checks, debit, or credit.

· Process all check-outs including resolving any late and disputed charges.

· Coordinate with Housekeeping to track readiness of rooms for check-in.

· Anticipate and address guests’ service needs, address guests by name when known, thank guests with genuine appreciation.

· Share knowledge of the surrounding areas including directions, tourist attractions restaurants.

· Communicate parking procedures to guests/visitors and call for custodian/porter assistance when needed.

· Up sell guest rooms and promote two in-house restaurants.

· Understand the history of the hotel and be able to answer guest questions.

· Complete all requirements of your preassigned checklist and communicate with incoming shift employees by logging pertinent information.

· Watch the lobby and coffee service areas; you should take responsibility for any area within your line of vision.

· Keep front desk area neat, sanitized and ready for the next shift.

· Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.

· Count bank at the beginning and end of shift; drop receipts according to accounting specifications.

· Maintain confidentiality of proprietary information.

· Assist with luggage as needed.

· Develop and maintain positive working relationships with other front desk clerks and members of other departments.

Working Conditions/Physical Requirements

· Must be able to stand continuously throughout an 8 hour shift.

· Must be comfortable using computer software and looking at a computer screen for an 8 hour shift

· Must be able to receive and store supplies for the Front Desk which may involve lifting and moving items up to 50 lbs.

· Must be able to assist guests with luggage which may involve lifting and moving up to 50 lbs.

· Ability to negotiate work spaces with aisles 28” wide.

· Must wear professional attire at all times, including dark jacket/blazer and hotel-issued name tag and follow all ‘standards of appearance’ protocols as noted in the employee handbook.

Qualifications for Front Desk Clerk

· Office or customer service experience preferred.

· Ability to follow instructions and help with various tasks, as needed.

· Must be able to multi-task and stay calm during busy periods (i.e. ringing phone, line of guests checking in, accepting deliveries.)

· Must have general computer knowledge and grammar skills.

· Ability to speak and write English (compose letters and emails.)

· Available to work nights, weekends, and holidays.

Disclaimer

The duties and responsibilities described are not a comprehensive list and that additional tasks may be assigned to the employee from time to time; or the scope of the job may change as necessitated by business demands.

The Hawthorne Hotel operates 365 days a year, 24 hours a day, and 7 days a week. You may be required to work a variety of shifts, including weekends and holidays. For the safety of our staff and guests, all employees must be vaccinated against COVID.

The Hawthorne offers free on-site parking, cafeteria-style shift meals and discounts at our restaurants and sister properties.

Job Type: Part-time

Pay: $15.00 - $18.00 per hour

Benefits:

• Employee discount

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday
• Weekend availability

Language:

• fluent English (Required)

Work Location: One location

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