Front Desk Clerk-Level I; Part-Time; Varied Shift

Harrah’s Cherokee Casino Resort Position Description

POSITION TITLE: Front Desk Clerk

DIVISION: Hotel

DEPARTMENT: Hotel Front Office, Hotel Tower IV Front Desk

GRADE/FLSA STATUS: H9 - Non-Exempt

BADGE TYPE/COLOR: Key--Blue

REPORTS TO: Shift Manager, Sunrise Hotel;
Supervisor, Front Desk

SUPERVISES: N/A

JOB SUMMARY:

Efficiently check-in/out guests. Respond to inquiries and complaints efficiently, courteously, and professionally to achieve maximum guest satisfaction while complying with or exceeding all standard operating procedures and services.

• 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 Team Members and guests
• 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 the fast and accurate billing of guest charges
• Proactive with incidents and issues, ensuring resolution with Team Members and guests
• Review guest complaints
• Resolve and recover guest 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 the 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
• Endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and our Mission, Vision, and Values

• Must perform all duties and responsibilities of a 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 Team Members
• Stock and inventory kiosk supplies