Job Description
Job Description
Position Title : Front Desk Clerk
Department : Hotel
Employment Classification : Non- Exempt
Position Summary / General Description :
A Front Desk Clerk facilitates the guest service experience at the front desk ensuring first class service and accommodations.
Expectations :
- Adhere to Laguna Development Corporation (LDC) Core Values, Policies & Procedures.
- Act as a role model within and outside the casino.
- Maintain a positive and respectful attitude toward customers and co-workers.
- Consistently report to work on time prepared to perform duties of position.
Essential Duties & Responsibilities :
Perform front desk related duties including, but not limited to : processing room reservations; checking-in / out guests; assigning rooms; posting charges to guest accounts and making corrections / adjustments as needed with supervisor approval; handling guest requests, complaints and service recovery issues promptly and professionally; cashiering in accordance with LDC cashiering procedures which comply with accounting standards; and informing guests of casino activities.Welcome guests and offer a variety of services to accommodate the guests.At all times be friendly, efficient and professional; promote positive guest and employee relations; and provide exceptional guest service with a SMILE.Build relationships and loyalty with guests through sincere and meaningful interactions both in person and on the phone (e.g., learn guests’ names and preferences; connect with them individually and professionally; smile; make eye contact and verbally greet guests.Be a team player (e.g., work toward team goals and foster a collaborative and positive work environment; put the team first; assist coworkers; treat all coworkers with kindness, courtesy and respect; never engage in negativity; maintain openness to coaching, learning and improving; receptive to change and willingness to embrace challenges with team-spirit).Develop a thorough knowledge of services, room locations, amenities, surroundings (e.g., gift shop, restaurants, theater, etc.), providing accurate directions, and information for guest inquiries about promotions and special events.At all times maintain a courteous, positive and professional working relationship with all LDC personnel and the general public (e.g., coworkers, clients and vendors).Work under pressure; maintain regular and punctual attendance including working odd and unusual hours, weekends and holidays.Stay informed of all hotel related statistics including room rates, package specials, occupancy, group business and casino events.Communicate, on a daily basis, with front desk team members and the housekeeping department to stay informed on all guest related issues.Sell rooms as needed at front desk to reach occupancy goals using yield management.Adhere to all administrative policies (LDC Policy & Procedure Manual and departmental procedures), safety rules and health regulations.Follow standards and procedures to ensure the highest level of guest service.Maintain strong knowledge of the hotel property management system and how to use the system to maximize hotel revenues.Utilize approved ways of improving guest satisfaction and work applications.Communicate with area hotels to establish occupancy, rates and up-selling opportunities.Review and audit all shift work completed at front desk.Maintain confidentiality when handling sensitive information.Maintain a clean, safe, hazard-free work environment within areas of responsibility.Participate in Laguna Development Corporation meetings and events as scheduled.Cooperate with the TGRA to ensure compliance with all rules and regulations established within the gaming operation.Request supervisor assistance when needed.Perform additional duties and responsibilities as necessary or assigned.Education & Experience :
High School Diploma or GED Certification preferred.Must have relevant work experience.Must have two years of relevant experience in a guest service or related field, preferably in the hospitality, hotel or casino industry.Licensing & Certification :
None.Computer Equipment, Software, Machinery :
Proficient in basic computer skills (e.g., Word, Excel, PowerPoint, Outlook).Proficient with basic office equipment (e.g., computer, photocopying and faxing).Knowledge of OPERA, SafLok, Super Play Mate and Micros.Essential Physical Requirements :
Requires the ability to hear, stand, talk, turn / twist, walk and repetitively use hands 51-100% of the time.Requires the ability to bend over, crouch / stoop, kneel and reach overhead 25-50% of the time.Requires the ability to balance / climb, crawl and sit 1-24% of the time.Requires the ability to push / pull 1-25 lbs. 51-100% of the time; 25-50 lbs. 25-50% of the time; and 50 lbs. 1-24% of the time.Requires the ability to carry 1-25 lbs. 51-100% of the time; 25-50 lbs. 25-50% of the time; and 50 lbs. 1-24% of the time.Requires the ability lift 1-25 lbs. 51-100% of the time; 25-50 lbs. 25-50% of the time; and 50 lbs. 1-24% of the time.Requires the ability to slide / transfer 1-25 lbs. 25-50% of the time and 25-50 lbs.1-24% of the time.Essential Mental Demands :
Requires the ability to solve problems, organize, make decisions, interpret data, read and write 51-100% of the time.Requires the ability to plan 25-50% of the time.Work Environment (inside / outside) :
The job is performed indoors with frequent exposure to cold temperatures and fumes (e.g., cigarette smoke).Other Requirements :
Must pass a pre-employment alcohol / drug screening.
