Hotel Nikko Guam - Front Desk Clerk (Part Time or Full Time Status)

INTRODUCTION

This position is located in the Front Office Division, Rooms Department of Hotel Nikko Guam. The purpose of this position is to assist guests of Hotel Nikko Guam with check-in and check-out, ensuring a seamless transition throughout their stay. The incumbent plays a vital role in creating a welcoming atmosphere, serving guests with warmth and attentiveness while promoting the various services offered by the hotel. They interact with guests in a courteous and friendly manner, whether in-person or over the phone. Responsibilities include providing general information about Hotel Nikko Guam and the beautiful island of Guam, as well as understanding guests' needs and directing them to the appropriate personnel when necessary. This role is crucial to the company's success, as the front desk clerk is often the first point of contact for guests, setting the tone for their overall experience and conveying a positive image of the hotel.

In addition to greeting guests, the front desk clerk efficiently manages the check-in and check-out processes, handles phone calls and emails, and offers assistance with any inquiries. They are also responsible for processing payments and maintaining accurate records while coordinating closely with other staff members to ensure a consistently positive guest experience. Key skills required for this position include exceptional communication, strong customer service orientation, and excellent organizational abilities. The ability to multitask and remain composed in a fast-paced environment is essential for success in this role.

The incumbent is expected to work with the company team to create an environment for guests designed to stimulate all senses through personalized services, amenities, and experiential offerings. The focus is on delivering the unique "Hotel Nikko Guam" experience for guests by understanding internal and external customers and providing them with excellent products and services.

The incumbent must be a team player and an effective leader, able to set examples and foster a climate of cooperation following Brand Guidelines and Core Values of Ease, Escape, and Ensured, thereby providing our guests with the Effortless Eden experience to become repeat guests.

DUTIES AND RESPONSIBILITIES

• Prepare welcome packets and guest registration folios prior to guest arrival, coordinating with reservations staff, travel agents, or supervisors as needed.
• Greet incoming guests with a warm smile, process check-in paperwork through the computer system, and ensure room assignments, key issuances, and payment methods are correctly handled.
• Assist guests at check-out and ensure accurate preparation of their departure paperwork.
• Manage baggage handling, including receiving and delivering messages or mail to guests.
• Coordinate wake-up calls and any additional guest requests with the relevant departments.
• Receive service calls from guests, record the requests, and promptly report them to the Maintenance Department. Follow up to ensure guest satisfaction.
• Provide up-to-date information about hotel activities, outlets, special promotions, bus schedules, taxi information, and optional tours.
• Address guest complaints and refer sensitive situations to the manager on duty when necessary.
• Operate the foreign exchange counter, ensuring daily currency values are accounted for via the Accounting Department.
• Handle lost and found items, promptly reporting such incidents to the Security Division and coordinating with Security and Housekeeping on guest inquiries.
• Process payments from guests, whether in cash, credit cards, or vouchers, and ensure transparency in billing all items.
• Complete deposits and cash reports, securing them in designated areas at the end of each shift, including dropping cash deposits in the hotel safe.
• Check rooms as needed and assist guests with room changes.
• Generate reports when required and inform the manager of discrepancies or special situations.
• Maintain an organized filing system to support efficient operations.
• Adhere to the policies and procedures of the Rooms Department and Hotel Nikko Guam, including strict cash reporting practices.
• Manage incoming calls, operating the PBX system to provide accurate details regarding hotel facilities, rates, and amenities.
• Handle incoming mail and direct calls to the appropriate department, oversee fax operations and the voicemail system, and assist guests with message retrieval.
• Serve as a role model by adhering to company rules and regulations and inspiring fellow staff members through exemplary conduct.
• Deliver positive first impressions through consistent greetings and assistance with guest inquiries and requests.
• Manage reservations, including taking new bookings, modifying existing ones, and confirming details with guests.
• Maintain the cleanliness and organization of the front desk area, ensuring it is stocked with necessary supplies.
• Exhibit excellent communication and interpersonal skills to enhance guest experiences.
• Demonstrate the ability to manage multiple tasks effectively while maintaining accurate records.
• Exhibit proficiency in reservation systems, email, and relevant software to enhance operational efficiency.
• Collaborate seamlessly with other staff members for smooth overall operations.
• Perform other reasonable job duties as requested.
• Develop and maintain positive working relationships with others and support team to reach common goals.
• Maintain cleanliness of work areas, and ensure the safety of staff. Report all safety hazards.
• Maintain neat, clean, and well-groomed appearance per hotel standards.
• Perform additional duties as assigned in support of the department or hotel-related functions or events.

SUPERVISORY CONTROLS

This position works under the direct supervision of the Duty Manager. May be assigned tasks by the Senior Duty Manager, Assistant Front Office Manager, or the Director of Rooms. Tasks are performed with some supervision. Unusual situations are referred to the supervisor or manager on duty, for action.

KNOWLEDGE, SKILLS AND ABILITIES

• A foundational knowledge of hotel management principles, booking processes, and local tourism dynamics is essential. This includes familiarity with various services offered, department functions, and how to effectively contribute to a seamless guest experience.
• A Front Desk Clerk must possess basic to intermediate computer skills to efficiently check in and out guests, create invoices, manage online bookings, and navigate property management systems. Familiarity with software for processing payments and generating reports is also beneficial.
• Strong verbal and nonverbal communication skills are crucial for interacting with guests and team members. The ability to engage in active listening will help in accurately addressing individual guest needs, while nonverbal cues can assist in gauging guest satisfaction and comfort levels.
• Excellent customer service skills are vital when assisting guests during check-in, check-out, and answering inquiries at the front desk. This includes demonstrating courtesy, empathy, and professionalism at all times to create a positive first impression and resolve any issues promptly.
• The ability to identify and resolve guest issues is key. A successful Front Desk Clerk will be adept at assessing situations, brainstorming solutions, and implementing effective resolutions to enhance the guest experience.
• Maintaining a well-groomed and professional appearance is essential, as it reflects the hotel's commitment to quality service and contributes to a welcoming environment for guests.
• The capacity to learn on the job and adapt to changing situations is vital. A willingness to take on new responsibilities and enhance skills further supports both personal growth and operational excellence.
• Building rapport with guests and establishing a friendly, welcoming atmosphere is important. This skill reinforces relationships and encourages repeat visits, benefitting the hotel's reputation and success.

· Proficient in English communication, both verbal and written, with strong reading and document interpretation skills.

· Knowledge of telephone etiquette and hospitality-oriented customer service.

· Ability to engage with guests, staff, and community members in a friendly, respectful, and professional manner, demonstrating confidence when interacting with individuals from diverse backgrounds.

· Familiarity with correspondence formats, spelling, grammar, punctuation, and organizational procedures.

· Competent in performing mathematical operations with various units of measure.

· Responsible for personal actions and accountable for team members’ conduct.

· Capacity to memorize, recall, and quickly retrieve important data such as dates, names, and times.

· Participation in departmental and hotel-wide meetings, including external engagements, as necessary, along with attending required training sessions.

· Ability to motivate and mentor the team to achieve desired outcomes while coordinating effectively with other departments.

· Strong leadership skills, able to lead by example and collaborate within a team environment or work independently without direct supervision.

· Resourceful, creative, and efficient, demonstrating sound judgment in handling routine matters.

· Maintain confidentiality and ethical standards, being discreet with sensitive information pertaining to staff and guests.

· Knowledge of standard operating procedures and policies at Hotel Nikko Guam, with the capability to follow and enforce company protocols.

· Proficient in operating office equipment, Microsoft Office (Word, Excel, Outlook), and strong typing skills.

· Basic computer skills to efficiently access, input, analyze, and retrieve information from systems for daily operations.

· Physical capability to move efficiently throughout the hotel, including reaching other departments as needed.

· Ability to perform various physical tasks, such as sitting, walking, standing, bending, lifting, and grasping.

· Strong multitasking abilities, meeting deadlines, maintaining focus and attention to detail while demonstrating speed in task completion.

· Maintain composure when dealing with difficult situations or individuals, including co-workers, superiors, and vendors.

· Flexibility to work various shifts, including nights, weekends, and holidays, as required, even in adverse conditions.

· A reliable and dependable attitude, with a commitment to punctuality.

· Maintain a friendly and professional demeanor, ensuring a neat appearance to uphold the positive image of Hotel Nikko Guam.

· Effective problem-solving skills coupled with strong organizational, time management, and interpersonal skills.

· Comprehensive understanding of Hotel Nikko Guam's Code of Ethics and Business Conduct.

• Basic knowledge of Guam Public Health rules and regulations concerning sanitation.
• Basic knowledge of OSHA, ADA & EPA regulations regarding safety requirements.
• Basic knowledge of local and federal employment/labor laws and employment regulations regarding Fair Employment Practices, including wages, discrimination, harassment, and sexual harassment, i.e., FLSA, EEO, FEP, FMLA, ADA, PWFA, FCHPA, USERRA, etc.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• The majority of tasks are performed indoors in a temperature-regulated environment. While sitting is limited to about 10% of the workday, employees may take up to an hour to sit when needed.
• Approximately 90% of the work involves standing or engaging in non-seated activities. These include moving between work areas, filing, and assisting guests with check-in and check-out. Employees may need to walk, lift, reach, bend, stoop, push, pull, and grasp various items, with the duration of these tasks varying daily.
• Strong communication skills are essential, as verbal and auditory interactions with guests, co-workers, and management are constant. Visual acuity is also critical, requiring near vision, color vision, and depth perception.
• Working in an office setting characterized by moderate noise levels, front desk clerks face a balance of physical and mental demands. Although sitting is limited, when clerks do sit, it is typically while working at a computer or completing paperwork.
• Mental challenges include managing multiple tasks, fielding customer inquiries, and resolving conflicts.
• Clerks may occasionally lift or carry items such as files or supplies, usually weighing under 10 pounds, with some items occasionally reaching up to 25 pounds.
• Mobility in the front desk area is required to greet guests, answer phones, and complete various tasks.
• Good manual dexterity is crucial for typing on a computer keyboard, handling paperwork, and operating office equipment.
• Clerks must also have keen vision to read small print and work with screens.
• Some roles may necessitate bending, stooping, reaching, and kneeling.
• Most clerks work in visible, accessible indoor environments for guests and staff, with the setting being generally quiet to moderately busy. However, it may become noisy or distracting during peak hours.
• Front desk clerks often face stressful situations, such as handling difficult customers or managing multiple requests simultaneously.
• Interaction with guests, clients, and colleagues is frequent, both in-person and through phone or email communication.
• Certain front desk positions may require work during evenings, weekends, or holidays based on business needs.

REQUIREMENTS

• University or College Graduate; or
• High School Graduate (Diploma) with a minimum of six (6) months of clerical or hospitality experience; or
• A combination of education, experience, and training that meets the knowledge, skills, and abilities of this position.

Note: This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. The physical demands, knowledge, skills and abilities required of the job as described here are representative of those that may be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations and adjustments may be made to enable individual with disabilities to perform the essential functions. This Job Description may change, or new ones may be assigned at any time with or without notice.

This job description supersedes any written prior to 31 December 2023.

Pay: From $9.25 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Food provided
• Free parking
• Health insurance
• Life insurance
• Paid jury duty
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Work Location: In person