Careers at UMass Amherst

Accommodations Clerk II

Apply now Job no: 517609
Work type: Staff Full Time
Location: UMass Amherst
Department: Accommodations
Union: USA/MTA
Categories: Administrative & Office Support, Food Service/Hospitality

About UMass Amherst

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts, and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.


Job Summary

Serves hotel guests as the initial point of contact and monitors all aspects of their accommodation.


Essential Functions

  • Welcomes guests upon arrival and conducts all check-in and check-out tasks. Provides information about the hotel and facilities.
  • Handles online and phone reservations.
  • Maintains accurate records of guest room inventory/availability.
  • Safeguards guest information and personally identifiable information (PII).
  • Ensures correct charges and credits are posted, collect payments, handles cash and credit transactions, and demonstrates responsibility in balancing all cash and cash equivalent transactions using proper cash handling and PCI procedures. Counts and balances petty cash bank at the beginning and end of shift. Follows UMass collection security guidelines.
  • Provides information to the public by telephone, mail or in person; responsibly answering questions concerning such matters as services, rooms, catering and special functions; and referring inquiries to the appropriate provider of services when necessary.
  • Handles correspondence relating to guest reservations, services or special requests according to department policy and procedure.
  • Partners with other hotel and campus departments to finalize arrangements for guest accommodations including housekeeping staff.
  • Provides reports using hotel reservation software as requested and prepares documents necessary for guest registration.
  • Possesses a positive attitude, handles and resolves guest issues in a timely and professional manner.
  • Knows all hotel specific emergency procedures.
  • Supplies guests with directions and information regarding property and local areas of interest.
  • Communicates parking procedures to guests/visitors.
  • Performs miscellaneous clerical duties, such as mail sorting, filing, and the operation of the fax service.


Other Functions

  • Performs other duties as assigned.


Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

  • High school diploma or equivalent.
  • Two (2) years' full time or equivalent part-time experience in customer service.
  • Possesses excellent analytical and organizations skills.
  • Strong written and verbal skills.
  • Basic working knowledge of computers and Windows based software.
  • Ability to learn hotel reservation software.
  • Effective problem solving skills.
  • Ability to perform miscellaneous clerical duties.


 Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

  • Work experience in general hotel operations.
  • Experience with hotel reservations software.


 Physical Demands/Working Conditions

  • Ability to stand for prolonged periods of time.
  • Ability to lift and carry 50 pounds.


Additional Details

  • This position is designated as essential personnel.


Work Schedule

  • Schedule will vary based on department's needs; will include weekends and holidays.
  • 37.5 hours per week.


Salary Information

Grade 10


Special Instructions to Applicants

 Please complete online application, submit resume and provide contact information for three (3) professional references to ensure consideration.


 UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, gender, gender identity or expression, age, sexual orientation, national origin, ancestry, disability, military status, or genetic information in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University.  To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans.  It is the policy of the UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.



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