Clerk - Hotel Front Desk

Casino and•Evansville, IN

11d•Onsite

About The Position

The Clerk - Hotel Front Desk position is responsible for handling all incoming telephone calls, processing reservations, and assisting guests with their needs. This role requires accuracy in processing information, knowledge of hotel services and promotions, and the ability to work with lodging and gaming systems. The position also involves guest check-in and check-out procedures, handling payments, and ensuring compliance with gaming regulations and company policies. The work environment is a 24/7 casino operation, primarily indoors with controlled temperatures, and occasional exposure to outdoor climates.

Requirements

Must be able to stand and walk for prolong periods of time (7+ hours).
Must be able to lift up to 25 lbs.
Must be able to walk, push, pull, grasp, reach, stoop, bend, twist and climb up and down stairs.
Knowledgeable of the Indiana Gaming regulations as well as the company’s internal controls, policies, and procedures.
Must be available for regularly scheduled work and be able to work a variety of hours, holidays, and weekends.

Responsibilities

Answer all incoming telephone calls in a prompt and courteous manner using service standards.
Accurately process all reservations received from all sources.
Accurately and promptly connect all administrative or guest calls in a timely manner.
Update and verify all information received with regard to travel agents, group records, sold out dates, special rate dates, minimum sales, etc.
Process credit card charges to be applied towards reservations.
Maintain awareness of all marketing promotions, special events, general facility information and hotel rates and specials.
Work with both lodging & gaming systems in processing reservations.
Offer guests alternative options on reservations when initial request cannot be fulfilled.
Handle customer disputes to the best of their ability and directing guest disputes to the appropriate source when necessary.
Research and accurately prepare request for “comps” when necessary.
Register guests correctly and procedurally in accordance to established service standards.
Obtain appropriate amount of credit/payment for guests stay.
Issue room keys to registered guests.
Settle/close out guest accounts correctly and procedurally upon their departure.
Close out shift at the end of their shift.
Follow the Company Service Standards model.
Other duties may be assigned at any time.