HCVR Dual Rate Front Desk Clerk-Level I (Full Time; Sunrise Shift)

Harrah's Cherokee Casino Resort•Murphy, NC

10d•Onsite

About The Position

Harrah’s Cherokee Valley River Casino & Hotel Position Description POSITION TITLE: Dual Rate Front Desk Clerk DIVISION: Hotel DEPARTMENT: Hotel Front Office GRADE/FLSA STATUS: H9/15-Non-Exempt BADGE TYPE/COLOR: Key--Blue REPORTS TO: Supervisor, Front Desk 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. JOB ESSENTIAL DUTIES AND RESPONSIBILITIES—FRONT DESK CLERK--LEVEL 1: 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 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 guests and Team Members Handle guest check-in and check-out in accordance with hotel credit and cash policies in an efficient and friendly manner Process junket and motorcoach buses 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 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 JOB ESSENTIAL DUTIES AND RESPONSIBILITIES—Level 2: Must perform all duties and responsibilities of 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 Troubleshoot, diagnose, and repair kiosk errors Assist guests with check-in at satellite locations, including ECIO kiosks, Express Services, and VIP Assist guests while completing multiple tasks concurrently, including but not limited to answering phone calls, completing reports, checking guests in and out, and managing room inventory Assist our very best guests by providing incredible guest service in our VIP welcome area Keep the VIP welcome area stocked and clean JOB ESSENTIAL DUTIES AND RESPONSIBILITIES—Level 3: Must perform all duties and responsibilities of Level 1 & 2 Front Desk Agent Assist with special projects as requested Participate in scheduled meetings as requested Provide feedback to management as needed Expedite various reports based on given time parameters and accuracy Constantly monitor staff performance in all phases of service and job functions Expedite lines and encourage the use of the ECIO kiosks Provide follow-up phone calls to guest inquiries Provide timely assistance to the front desk agents regarding guest disputes and issues Assign stations to manage wait time effectively Proactive with incidents and problems, ensuring resolution with Team Members and guests Review guest complaints Resolve and recover guest complaints to their satisfaction JOB ESSENTIAL DUTIES AND RESPONSIBILITIES—Level 4: Must perform all duties and responsibilities of Levels 1, 2 & 3 Must be able to work the sunrise shift as their primary shift Must be able to complete the Night Audit Checklist and all the technical components associated Must be able to complete the nightly Flash Report Must have knowledge of Office Products: Outlook, Word, and Excel Must be able to work independently with little to no supervision Must be able to walk a guest to an off-site property if needed due to an overbook status JOB ESSENTIAL DUTIES AND RESPONSIBILITIES—FRONT DESK SUPERVISOR: Provide extraordinary levels of guest service for Front Office Services Knowledge of every Front Office Position and is prepared to answer any Team Member’s questions concerning their job Coordinate job activities with Housekeeping and Casino Marketing to oversee timely guest check-in/out, ensuring 100% guest satisfaction Assign and oversee the duties of the guest service agents Create weekly schedule 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 Coordinate VIP arrivals, ensuring all arrangements have been made prior to arrival Resolve guest problems/complaints in an effective, friendly, courteous, and professional manner to ensure guest satisfaction Responsible for or actively participates in the initiation of personnel actions, including but not limited to interviews, training, candidate selection, termination, performance reviews, promotions, transfer, and disciplinary actions Exhibit sound decision-making with an emphasis on motivating the team and maintaining high morale Provide continuous positive coaching for the development of Team Members and appropriate corrective action when necessary Maintain knowledge of the hotel, community, and special events to provide guests with needed information accurately Process discrepancy reports, rate variations, and credit reports Coordinate package coupons with the marketing department Supervise day-to-day activities of the Front Desk Ensure all Front Desk Clerks meet service standards Troubleshoot all in-room movie/phone/billing problems Cancel room reservation according to established procedures Maintain supplies and inventory Perform other tasks as assigned by the supervisor or manager Adhere to regulatory, company, and department policies/procedures in an ethical manner Establish and endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision, and Values

Requirements

A high school diploma or GED is required
Must demonstrate the following essential knowledge and skills:
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
Neat, professional appearance with excellent personal hygiene
Ability to handle multiple priorities in a fast-paced environment
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, vibrations, 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
Knowledge of LMS and Kronos

Responsibilities

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 guests and Team Members
Handle guest check-in and check-out in accordance with hotel credit and cash policies in an efficient and friendly manner
Process junket and motorcoach buses
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 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