Dual Rate Front Desk Clerk Level 1 (Full-Time; Varied Shift)

Harrah's Cherokee Casino Resort•Cherokee, NC

About The Position

Harrah’s Cherokee Casino Resort Position Description POSITION TITLE: Dual Rate Front Desk Clerk DIVISION: Hotel DEPARTMENT: Hotel Front Office, Hotel Tower IV Front Desk GRADE: H9/15-Non-Exempt BADGE TYPE/COLOR: Key--Blue REPORTS TO: Supervisor, Front Desk; Shift Manager, Sunrise Hotel SUPERVISES: NA JOB SUMMARY: Efficiently check-in/out guests. Supervise the operation of the Hotel Front Office to achieve guest satisfaction and quality service while assuring compliance with policies and standard operating procedures. Assist in monitoring and controlling daily revenues and expenses.

Requirements

A high school diploma or GED is required
Must be able to lead and motivate others effectively
Ability to remain alert throughout the shift and remain calm during emergencies
Excellent interpersonal skills
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
Documented teamwork behaviors and attitudes
Self-starter; must work without close supervision
Ability to handle multiple priorities in a fast-paced environment
Knowledge of LMS and Kronos
Knowledge of Harrah's employment policies
Not required at time of hire; may be learned in the probationary period agreed upon at the time of hire
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 a small, shared office space
Must be able to lift up to 25 pounds and carry 5 pounds
Must be able to be on feet for an 8-hour shift
Must be physically mobile with reasonable accommodations
Must be able to operate in mentally and physically stressful situations
Must have manual dexterity and coordination to operate office equipment, computers, fax machines, and photocopiers
Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality, including secondhand smoke
Must be able to work a flexible schedule, including weekends, evenings, and holidays

Nice To Haves

An associate's degree from an accredited educational institution or related field is preferred
One year of experience in a Front Desk is preferred

Responsibilities

Perform guest registration and room assignments, accommodating special requests whenever possible
Pre-register block reservations
Process same-day reservations and, when needed, future reservations following hotel rate structures and selling strategies
Anticipate and provide for VIP guest needs in advance of request
Learn and anticipate guest preferences and provide personalized service
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
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
Balance drawer bank daily
Perform other tasks as assigned by the supervisor or manager
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 Mission, Vision, and Values