Dual Rate Front Desk Clerk (Full-Time; Varied Shift) - Harrah's Cherokee Casino Resort : Job Details

Job DescriptionHarrah's Cherokee Casino Resort Position DescriptionPOSITION TITLE: Dual Rate Front Desk Clerk DEPARTMENT: Hotel (Hotel Front Office, Hotel Tower IV Front Desk) GRADE: H9/15-Non-Exempt BADGE TYPE/COLOR: KeyBlue REPORTS TO: Front Desk Supervisor/Front Office Manager SUPERVISES: Front Desk Clerk, Room Controller JOB SUMMARY: Supervise the operation of the Hotel Front Office to achieve customer satisfaction and quality service while assuring compliance with policies and standard operating procedures. Assist in monitoring and controlling daily revenues and expenses. JOB ESSENTIAL DUTIES AND RESPONSIBILITIES-FRONT DESK CLERK-LEVEL 1:

• Endorse the business objectives, ethics and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision and Values
• Perform guest registration and room assignments, accommodating special requests whenever possible
• Pre-register block reservations
• Process same day reservations and when necessary future reservations following hotel rate structures and selling strategies
• Anticipate and provide for VIP guest needs in advance of request
• Learn and anticipate guest preferences and provide personalized service
• 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 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 in's per hour
• Balance drawer bank daily
• Perform other tasks as assigned by supervisor or manager
• 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

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 cleaned

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

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES-SUPERVISOR:

• Provide extraordinary levels of customer service of Front Office Services
• Knowledge of every Front Office Position and is prepared to answer any employee's questions concerning his/her job
• Coordinate job activities with Housekeeping and Casino Marketing to oversee timely customer check in/check out, ensures 100% guest satisfaction
• Assign and oversee the duties of the guest service agents
• Create weekly schedule
• Facilitate guest check-in and checkout in satellite areas away from the main front desk such as Self-Check-In, VIP Welcome and Concierge
• Coordinate VIP arrivals ensuring all arrangements have been made prior to arrival
• Resolve customer problems/complaints in an effective, friendly, courteous professional manner to ensure guest satisfaction
• Responsible for, or actively participates in, the initiation of personnel actions including but not limited to: interviews, training, candidate selection, terminations, performance reviews, promotions, transfers and disciplinary actions
• Exhibit sound decision-making with emphasis on motivating team and maintaining high morale
• Provide continuous positive coaching for development of employees and appropriate correction action when necessary
• Maintain knowledge of hotel, community and special events to accurately provide guests with needed information
• Process discrepancy reports, rate variations and credit reports
• Coordinate package coupons with marketing department
• Supervise day-to-day activities of the Front Desk
• Ensure service standards are met by all Front Desk Clerks
• Maintain supplies and inventory

MINIMUM QUALIFICATIONS:

• High school diploma or GED required
• Associate degree from an accredited educational institution or related field preferred
• One year experience in Front Desk preferred

Must demonstrate the following essential knowledge and skills:

Must be able to effectively lead and motivate others

Ability to remain alert throughout the duration of shift and remain calm during emergency situations.

Excellent interpersonal skills

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

Documented teamwork behaviors and attitudes

Self-starter; must work without close supervision

Ability to handle multiple priorities in a fast-paced environment

*Knowledge of LMS and Kronos

*Knowledge of Harrah's 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 lift up to 25 pounds and carry 5 pounds

Must be able to be on feet for 8 hour shift

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 machine and photo copier

Must be able to tolerate area containing varying noise and temperature levels, illumination, vibration, crowds and air quality including second hand 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 Casino Resort reserves the right to make changes in the above job description whenever necessary. 8.28.23