Front Desk Clerk

SUMMARY The Front Desk Clerk/Reservationist will represent the hotel to the Guest throughout all stages of the Guest's stay. The position assists with guest inquiries, requests, and needs, prior to, during, and after their stay. The position works closely with all Hotel departments to coordinate seamless delivery of guest services. This highly visible front line professional is responsible for creating unique memories, building rapport, and maintaining professional relationships with guests to enhance their overall experience.

All duties are to be performed within the guidelines of the organization's policies and procedures, tribal regulations, and all federal/state laws, as needed.

ESSENTIAL DUTIES & RESPONSIBILITIES All Team Members must embrace and deliver Kiowa's Guest Service Standards to every Guest on every shift, as outlined in Orientation, the Team Member Handbook, SOP's, and any other related training.

Ensure an exceptional level of service and satisfaction is achieved throughout the properties, exceeding the expectations of external and internal Guests alike in a timely and effective manner.

Processes reservation cancellations and modifications by mail, telephone, fax, and email or online. In addition, processes any reservations from the casino marketing department

Checks front office accounting records for accuracy and, on a daily basis, summarizes and compiles information for the hotel's financial records.

Register Guests and assign rooms. Accommodate special requests whenever possible.

Assist in pre-registration and blocking of rooms for reservations. Manage all Guest keys for Guest rooms.

Adhere to proper credit and cash handing policies.

Understand room status and room status tracking. Knowledge of room types, rates, and location.

Use suggestive upselling techniques to sell rooms and promote other services of the hotel/casino.

Answer Guest questions regarding hotel services, charges, dining facilities, casino facilities, and local travel.

Coordinate room status updates with the housekeeping department, e.g. all check outs, late outs, early check ins, special requests, and day use rooms.

Answer all telephone calls internally and externally within four rings; transfers calls to the appropriate department or Guest room.

Processes and verifies advance deposits on reservations are complete

Process all Guest check-in and check-outs.

Perform cashiering tasks, e.g. bill/invoice settlement, post charges to Guest Rooms, paid out/refunds, and corrections to Guest accounts.

Maintain the cleanliness and neatness of the front desk area.

Verifies all transactions performed at the front desk are supported by documented evidence and signatures as necessary and all have been posted correctly and allocated into the Property Management System (PMS)
Prints reservations and reports for the next business dayRuns end of day process in the PMS by following the End of Day/Night Audit Checklist Tracks room revenues, occupancy percentages, future room availabilities on the basis of reservations and other front office statistics

Knowledge of all hotel/casino safety and emergency procedures.

Maintain a high level of Guest confidentiality.

Adhere to all regulatory, departmental, and casino policies and procedures, and to the MICS.Maintain knowledge of special events, hours of operation, and other pertinent information.

Perform additional duties or projects, as assigned.

The list of essential job functions is illustrative of the minimums ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all the duties listed as the maximum expectation, nor does it necessarily list all possible duties that may be assigned.

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