Hotel Front Desk Clerk - Kickapoo Lucky Eagle Casino : Job Details

Reports to:

FOM/AFOM/FOS

Job Summary:

Greets and assists with guest arrivals and departures by handling guest check-ins and check-outs while providing prompt and courteous service, including receiving telephone calls, guest requests, guest reservations, while ensuring complete guest satisfaction.

Essential Functions:

* Ensure compliance with the applicable Tribal, Federal and other laws and gaming regulations and Kickapoo Lucky Eagle policies and procedures.

* Ensure the highest possible standards of guest services by properly listening and responding to guest and team members' concerns and questions.

* Ensures complete guest satisfaction.

* Complete and close out guest registration process.

* Assigns guests rooms based on preferences and availability.

* Handle cash, credit card processing and accurately carry and balance assigned house bank.

* Utilize computer applications daily to track and record information.

* Handling guest concerns in a tactful manner and achieving resolution.

* Answers questions regarding the hotel's facilities and services.

* Answering telephones and booking reservations and responding to guest inquiries

* Recommending local area restaurants, points of interest, or needs for transportation.

* Maintaining cleanliness of front desk, lobby, and back office.

* Following up with Guest complaints and other requests.

* Assists in training efforts of new staff.

* Interacting with other departments and employees to ensure a good working relationship or for guest needs.

* Understands all Emergency procedures for incidents, accidents, fire, safety, or criminal activity.

* Follow quality standards and service

* Must be able to work all shifts or varying schedules to support business needs.

* Ensures Security for the hotel's customers, employees, and property assets.

* Demonstrate and promote KLECH core values and MAD skills

* Manage and maintain security of confidential information entrusted to position.

* Attend and satisfactorily complete all required training as assigned.

* Monitor compliance with Federal currency transaction reporting requirements, Title 31 requirements and IRS Currency Transaction Reports and property established Anti-Money Laundering policies. Maintain accurate MTL, MIL, CTR and SAR as needed.

* The essential functions listed above are not an all-inclusive list but rather a general representation of the duties and responsibilities pertinent to this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the Director.

* Perform other duties as assigned.

Minimum Requirements to Qualifications:

* Must have strong customer service skills.

* Must have excellent communication skills and ability to build strong relations with guests.

* Must be familiar with software and data entry applications.

* Prior cash handling experience preferred

* Strong communication skills in English both written and oral. Spanish or other language skills a plus.

Other Criteria:

Qualified Kickapoo Traditional Tribe of Texas Members and qualified Native American preference is observed.

Skills and Abilities:

* Ability to work independently with minimal supervision.

* Ability to maintain effective relationships with the General Manager, Directors, Managers and all staff.

* Ability to work under pressure in a fast paced, stressful environment.

* Ability to meet multiple deadlines and multi-task.

* Ability to have strong critical thinking, analytical and guest service skills.

* Must possess a positive attitude with strong organizational and leadership qualities.

* Ability to add, subtract, multiply and divide in all units of measure.

* Ability to define problems, collect data, establish facts and draw conclusions.

* Ability to understand complex instructions and material.

* Ability to establish and maintain professional relationships with individuals of varying social and cultural backgrounds and with co-workers of all levels.

* Ability to work effectively with individuals and demonstrate leadership and team building skills with empathy and enthusiasm.

* Ability to maintain confidentiality.

* Ability to follow and comply with established Casino guest service programs.

Physical Demands:

* While performing the duties of this position, the team member is regularly required to stand, sit, walk, push, pull, bend for extended periods; reach with hands and arms; talk and listen on a regular basis.

* The team member must be able to concentrate for prolonged periods.

* Specific vision abilities required by this job include close vision, distance vision, peripheral vision and depth perception.

* The team member must be able to communicate effectively in person or using telecommunications equipment.

* The team member must have the hand-eye coordination and manual dexterity to operate a keyboard, touch-screen display, telephone and calculator.

* Frequently lift and/or move up to 30 lbs.

Work Environment:

* Normal office setting and casino floor.

* Frequent walking and standing in a smoke filled environment and frequent contact with the general public.

* Temperature controlled environment with varying noise levels. May be exposed to high levels of noise throughout the day.

* Extended hours and irregular shifts may be required including nights, weekends and holidays.

* Must be able to perform under pressure and work long hours under stressful conditions.

* May be exposed to the risks associated in attempting to resolve issues with difficult guests and extremely irate staff members.

* May be exposed to various types of lighting including, but not limited to: artificial fluorescent lights, flashing lights, strobe lights, multiple colored lights, etc.

* Travel may be required to perform one or more essential functions of this position.

Conditions of Employment:

* Must be able to obtain and retain a KTTT Gaming Commission License, including successful completion of background check necessary to obtain and maintain license. Responsible to keep all documents current and valid at all times.

* Must be able to provide authorization to work in the United States.

* Must be at least 18 years of age.

* Must have access to reliable transportation to commute to and from work.

* Must comply with KLEC handbook, internal policy and procedures, and gaming regulations set within KLEC.