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Guest Services Associate

Oklahoma City, OK | Guest Services

Job Description



1. JOB TITLE: Front Desk Clerk

2. DEPARTMENT: Front Desk


RESPONSIBILITY: To ensure that all necessary Front Desk

activities are accomplished.

4. EMPLOYEE MANUAL: All employees must completely understand

the requirements of their job. Prior to being

assigned to the position, a complete

understanding of the Employee Manual

is necessary since the person holding the

position will be subjected to the rules and

regulations listed in the manual.


a. Greet all customers who approach the Front Desk in a smiling,

friendly manner.

b. Check-in arriving guests in the most efficient manner possible,

following all established procedures and policies.

c. Check-out departing guests in the most efficient manner possible,

following all established procedures and policies.

d. Review arriving reservations for the day early in the shift, checking

for special requests, VIP’s, etc., preassigning rooms as


e. Pre-register groups that have requested pre-registration.

f. Count cash drawer at beginning and end of each shift. Prepare

shift deposit accurately, following standard procedures.

g. Have complete understanding of all aspects of the MICROS

cash register operation.

h. Compare housekeepers report with the folio bucket at the

beginning of the PM Shift or when Housekeeping is finished

for the day.

i. Enter all wakeup calls accurately.

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j. Record messages and receive mail for arriving and in-house

guests. Ensure that message lights are turned on and off as


k. Check all guest folios during each shift, checking for potential

credit problems. Ensure that all guests have either sufficient

cash balances or authorized credit cards to cover expected

charges. Take steps to notify cash customers who have used

their credit balances to come and pay on their account.

l. Record future reservations for any guest by phone or in person,

following all standard procedures. Always check for sold-out

dates before promising availability.

m. Handle complaints efficiently and courteously. Listen carefully

to the guest’s problem. If possible, take immediate personal

responsibility to correct the problem. If you cannot correct the

problem with available resources, notify your supervisor or the

General Manager immediately. Always report the nature of the

complaint to the General Manager so that an apology letter or

other steps may be taken.

n. Post phone charges promptly. Post any other charges incurred by

guests during your shift using standard procedures.

o. Take each available opportunity to upsell arriving guests to

highest rated room.

p. Coordinate with Housekeeping on room statuses frequently

during the day, transmitting check out rooms to Housekeeping

and receiving ready rooms from Housekeeping.

q. Complete Housekeeping Report on PM Shift. Accuracy is very


r. File folios, RG cards, and reservations cards as necessary.

s. Be knowledgeable about scheduled groups and meetings. Take

time to read function sheets and reservations in order to be

completely familiar with them.

t. Maintain fresh coffee in the lobby at all times.

u. Coordinate with Maintenance on any guest reported or

observed problems.

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v. Answer telephone efficiently and pleasantly within three rings and

with correct phrasing. Determine nature of call and transfer to

proper extension.

w. Complete shift checklist before end of shift.

x. Send and receive faxes as needed.

y. Log all reservations in reservations log for your shift.

z. Drive shuttle van as necessary.

aa. Other duties as assigned.

6. REPORTS TO: Assistant General Manager


As an employee of Hilton Garden Inn Oklahoma City North/Quail Springs, it is

your responsibility to be aware of and report any and all safety hazards or

violations you may see or witness in the course of performing your required



Employees must meet these minimum requirements:

Educational Skills

Type of Education: H.S. Diploma

Level of Education: 12

Job Experience

Apprenticeship Program: none

Level of Experience: some customer service

Communication Skills

Speak English

Read English

Write English

Business Mechanical Skills

Calculator PBX

Computer Literate Front Desk Machine

Copier Fax

License/Certification none

Physical Activities and Requirements

Normal Work Position

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Standing and walking 100% of the time

Lifting Bending

Minimum Weight Employee must be able to lift:

50 pounds

Working Conditions

Work alone and with others


Care of Equipment: Occasionally

Safety of Others: Occasionally

Guest Contact: Frequent

Confidential Data: Frequent

Decision Making: Occasionally

Acts in Supervisory

Capacity: Occasionally

Sensory Requirements:

Sight: Partial

Hearing: Full

Position Filled
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