What are the responsibilities and job description for the Front Desk Clerk-Level I (Part Time; Varied Shift) $15/hr position at Harrah's Cherokee Casino Resort?

Job Description

Harrah's Cherokee Casino Resort Position Description

POSITION TITLE : Front Desk Clerk

DEPARTMENT : Hotel (Hotel Front Office, Hotel Tower IV Front Desk)

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-Level 1 :

Endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and our Mission, Vision, and Values
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 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
Balance drawer bank daily
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
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

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 HotSOS

Knowledge of Harrah's Cherokee Casino 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 25 pounds and carry 5 pounds

Must be physically mobile with reasonable accommodations

Must have manual dexterity and coordination to operate office equipment, computer, fax machines and photo copier

Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibrations, 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 Casino Resort reserves the right to make changes in the above job description whenever necessary. 8.28.23

About Us

This position is not a remote working job, you will be required to work on property at our job site.

Thank you! We look forward to having you on our team!

Salary : $15

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Front Desk Clerk-Level I (Part Time; Varied Shift) $15/hr

What are the responsibilities and job description for the Front Desk Clerk-Level I (Part Time; Varied Shift) $15/hr position at Harrah's Cherokee Casino Resort?

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