Job Description
Job Description Harrah's Cherokee Valley River Casino & Hotel Position Description POSITION TITLE: Front Desk Clerk
DEPARTMENT: Hotel
GRADE/FLSA STATUS: H9-Non-Exempt
BADGE TYPE/COLOR: Key--Blue
REPORTS TO: Front Desk Supervisor
SUPERVISES: N/A
JOB SUMMARY: Efficient check-in/check-out of guests. Respond to inquiries and complaints in an efficient, courteous, and professional manner to achieve maximum customer satisfaction while complying with or exceeding all standard operating procedures and service.
JOB ESSENTIAL DUTIES AND RESPONSIBILITIES: - Perform guest registration and room assignments, accommodating special requests whenever possible
- Pre-register block reservations
- Anticipate and provide for VIP guest needs in advance of request
- Learn and anticipate guest preferences and provide personalized service
- Process same day reservations and when needed future reservations following hotel rate structures and selling strategies
- Receive hotel front desk calls, dispatch special requests, bell service, valet, and other amenities and services for hotel guests
- Dispatch internal calls for guests and employees
- Handle guest check-in and checkout in accordance with hotel credit and cash policies in an efficient and friendly manner
- Process junket and motorcoach buses
- Process group sales guests
- Familiar with and execute the billing for multiple group types
- Comp guest charges using reward credits
- Request PCW comps from the host team when applicable
- Responsible for a bank, and for the fast and accurate billing of guest charges
- Proactive with incidents and issues, ensuring resolution with employees and guests
- Review customer complaints
- Resolve and recover customer complaints to their satisfaction
- Informed about all property and brand events, initiatives, products, and services
- Assist patrons by providing information about the property, hotel, promotions, events, direct mail offers, and room rates/availability
- "Suggest" products, services, and experiences to our guests
- Troubleshoot all in-room movie/phone/billing problems
- Cancel room reservations according to established procedures for Cherokee & Valley River properties
- Display spotlight behaviors and Harrah's Service Cycle training in every interaction
- Maintain high standards of courtesy, hospitality, friendliness, and professionalism
- Adhere to front desk metrics, including average check in time and check ins per hour
- Balance drawer bank daily
- Perform other tasks as assigned by supervisor, manager, or director
- Facilitate guest check-in and check-out in satellite areas away from the main front desk such as Self Check-In, VIP Welcome and Concierge
- Adhere to regulatory, departmental and company policies/procedures in an ethical manner
- Endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and our Mission, Vision, and Values
JOB ESSENTIAL DUTIES AND RESPONSIBILITIES-Level 2: - Must perform all duties and responsibilities of Level 1 Front Desk Agent
- Assist with pre-keying groups and room tours
- Pre-key and check in motorcoach buses and junket tours
- Sponsor and train new employees
- Stock and inventory kiosk supplies
- Troubleshoot, diagnose, and repair kiosk errors
- Assist guests with check in at satellite locations including ECIO kiosks, Express Services, and VIP
- Assist guests while completing multiple tasks concurrently including but not limited to answering phone calls, completing reports, checking guests in and out, and managing room inventory
- Assist our very best guests by providing incredible customer service in our VIP welcome area
- Keep the VIP welcome area stocked and clean
JOB ESSENTIAL DUTIES AND RESPONSIBILITIES-Level 3: - Must perform all duties and responsibilities of Level 1 & 2 Front Desk Agent
- Assist with special projects as requested
- Participate in scheduled meetings as requested
- Provide feedback to management as needed
- Expedite various reports based on given time parameters and accuracy
- Constantly monitor staff performance in all phases of service and job functions
- Expedite lines and encourage the use of the ECIO kiosks
- Provide follow up phone calls to guest inquires
- Provide timely assistance to the front desk agents regarding guest disputes and issues
- Assign stations to effectively manage wait time
- Proactive with incidents and issues, ensuring resolution with employees and guests
- Review customer complaints
- Resolve and recover customer complaints to their satisfaction
JOB ESSENTIAL DUTIES AND RESPONSIBILITIES-Level 4: - Must perform all duties and responsibilities of Level 1, 2 & 3
- Must be able to work the sunrise shift as their primary shift
- Must be able to complete the Night Audit Checklist and all the technical components associated
- Must be able to complete the nightly Flash Report
- Must have knowledge of Office Products: Outlook, Word and Excel
- Must be able to work independently with little to no supervision
- Must be able to walk a guest to an off-site property if needed due to an overbook status
MINIMUM QUALIFICATIONS: - High school diploma or GED required
- Must demonstrate the following essential knowledge and skills:
- Excellent interpersonal and communication skills
- Demonstrated ability of teamwork with internal and external customers
- Knowledge of all areas of providing excellent customer service
- Excellent oral and written communication skills
- Strong interpersonal skills
- Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook
- Self-Starter; must work without close supervision
- Ability to handle multiple priorities in a fast-paced environment
- Neat, well-groomed appearance with excellent personal hygiene
- *Knowledge of LMS
- *Knowledge of CMS
- *Knowledge of Hot SOS*
*Knowledge of Harrah's Cherokee Valley River Casino & Hotel employment policies
* Not required at time of hire; may be learned in probationary period agreed upon at time of hire
PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS: - Must be able to stoop, bend, reach, kneel, twist and grip items
- Must be able to respond to visual and aural cues
- Must be able to read, write, speak, and understand English
- Must be able to work in small, shared office space
- Must be able to make rational decisions when handling guest and employees
- Must be able to operate in mentally and physically stressful situations
- Must be able to to 25 pounds and carry 5 pounds
- Must be physically mobile with reasonable accommodations
- Must be able to operate in mentally and physically stressful situations
- Must have manual dexterity and coordination to operate office equipment, computer, fax machines and photo copier
- Must be able to tolerate area containing varying noise and temperature levels, illumination, vibration, crowds, and air quality including secondhand smoke
- Must be able to work a flexible schedule including weekends, evenings, and holidays
This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job. Harrah's Cherokee Valley River Casino & Hotel reserves the right to make changes in the above job description whenever necessary. 8.9.24
About Us - Proud to have opened our doors in September 2015.
- Located approximately one hour west of Harrah's Cherokee Casino Resort in Murphy, NC. We're about two hours from Knoxville, Chattanooga, and downtown Atlanta.
- Distinguished by our seven-story Hotel Tower, offering 300 guest rooms and 27 deluxe rooms.
- Made to entertain with 70 table games, including blackjack, roulette, craps, and 1,100 slot machines.
Job Tags
Hourly pay, Holiday work, Part time, Flexible hours, Shift work, Night shift, Afternoon shift,