Torchora
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Dynamic Front of House Clerk to Be the Face of Our Organization

💰 $17 - $25 per hour

Customer ServiceHospitalityAdministration

🎯 Role Definition

As a Front of House Clerk, you are the cornerstone of our guest experience and the ambassador of our brand. This pivotal role requires a blend of exceptional interpersonal skills, administrative prowess, and a genuine passion for service. You will be responsible for creating a welcoming and professional atmosphere for all visitors, clients, and staff, managing the flow of our front desk with efficiency and grace. The ideal candidate is a proactive problem-solver, an impeccable communicator, and someone who thrives in a dynamic, customer-facing environment. You are not just managing a reception area; you are orchestrating first impressions and building lasting relationships.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Representative
  • Retail Sales Associate
  • Barista or Hospitality Team Member
  • Administrative Assistant

Advancement To:

  • Front Office Supervisor or Team Lead
  • Guest Relations Manager
  • Office Manager
  • Assistant Hotel Manager

Lateral Moves:

  • Events Coordinator
  • Executive Assistant
  • Reservations Specialist

Core Responsibilities

Primary Functions

  • Serve as the first point of contact, warmly welcoming guests, clients, and visitors upon arrival with a professional and friendly demeanor to create a positive first impression.
  • Manage all aspects of the guest check-in and check-out process efficiently, including identity verification, processing payments, and issuing keys or access cards.
  • Professionally handle a high-volume, multi-line phone system, expertly routing calls to the appropriate departments and taking detailed, accurate messages.
  • Respond to all guest and client inquiries via phone, email, and in-person in a timely and resourceful manner, providing accurate information about services, facilities, and local points of interest.
  • Deftly resolve guest issues and complaints with poise, empathy, and a solutions-oriented mindset, escalating complex situations to management to ensure complete satisfaction.
  • Process and manage reservations, appointments, and bookings, ensuring all details are accurately entered and maintained within the property management system (PMS) or scheduling software.
  • Maintain a polished, organized, and welcoming front desk and lobby environment at all times, ensuring it reflects the company's high standards.
  • Collaborate seamlessly with other departments (e.g., Housekeeping, Maintenance, Sales) to communicate guest needs, room status, and special requests, fostering a cohesive team environment.
  • Handle all payment transactions, including cash, credit cards, and direct billing, with precision and process end-of-shift financial reports and reconciliations.
  • Uphold and enforce all company safety and security protocols, including monitoring visitor access, managing a visitor log, and being vigilant of lobby activity.
  • Proactively anticipate guest needs and offer personalized concierge services, such as making restaurant reservations, arranging transportation, and providing local recommendations.

Secondary Functions

  • Perform a variety of administrative duties, including data entry, filing, managing incoming and outgoing mail/packages, and photocopying.
  • Assist in maintaining and updating guest or client profiles within the CRM or PMS to support personalized service and marketing initiatives.
  • Prepare and distribute daily operational reports for management, summarizing key metrics like arrivals, departures, occupancy, and sales.
  • Monitor and manage the inventory of front office supplies, such as stationery, key cards, and marketing materials, and place orders as needed.
  • Act as a brand ambassador, consistently embodying the company’s values and service standards in every interaction to enhance brand reputation.
  • Assist with the coordination and setup of on-site meetings or small lobby events, providing support as required.
  • Maintain a comprehensive and up-to-date knowledge of the property’s services, amenities, hours of operation, and emergency procedures.
  • Effectively communicate special promotions, packages, and loyalty program benefits to guests to drive revenue and foster loyalty.
  • Handle guest requests for special arrangements, such as wake-up calls or accessibility needs, with accuracy and punctuality.
  • Support ad-hoc data requests and exploratory data analysis.
  • Contribute to the organization's data strategy and roadmap.
  • Collaborate with business units to translate data needs into engineering requirements.
  • Participate in sprint planning and agile ceremonies within the data engineering team.

Required Skills & Competencies

Hard Skills (Technical)

  • Property Management Systems (PMS): Proficiency with hospitality software such as Opera, Fidelio, Cloudbeds, or similar systems.
  • MS Office Suite: Strong command of Microsoft Word, Excel, and Outlook for communication, reporting, and administrative tasks.
  • Multi-Line Phone Systems: Experience operating complex telephone switchboards to direct calls efficiently.
  • Point of Sale (POS) Systems: Competency in handling transactions and processing payments through POS terminals.
  • Data Entry: Fast and accurate typing skills for inputting guest information, reservations, and administrative data.
  • Basic Accounting: Understanding of cash handling, balancing cash drawers, and reconciling daily financial transactions.

Soft Skills

  • Exceptional Communication: Articulate and clear verbal and written communication skills, with a professional and courteous telephone manner.
  • Customer-Centric Mindset: A genuine desire to provide outstanding service and create positive experiences for every guest.
  • Problem-Solving & Composure: The ability to think on your feet, handle unexpected situations calmly, and find effective solutions under pressure.
  • Interpersonal Skills: A friendly, approachable, and empathetic demeanor that builds rapport and trust with guests and colleagues.
  • Time Management & Organization: Superb ability to multitask, prioritize responsibilities, and manage time effectively in a fast-paced environment.
  • Attention to Detail: Meticulous approach to tasks to ensure accuracy in reservations, billing, and communication.
  • Adaptability: Flexibility to handle changing priorities, last-minute requests, and a diverse range of guest personalities.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or equivalent (GED).

Preferred Education:

  • Associate's Degree or technical certification in Hospitality Management, Business Administration, or a related field.

Relevant Fields of Study:

  • Hospitality & Tourism
  • Business Administration
  • Communications

Experience Requirements

Typical Experience Range:

  • 1-3 years of experience in a customer-facing role, such as customer service, reception, or retail.

Preferred:

  • Previous experience as a Front Desk Agent, Guest Service Representative, or Receptionist in a hotel, upscale corporate office, or medical clinic setting is highly advantageous.
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