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

Harrah's Cherokee Casino Resort•Murphy, NC

12d•Onsite

About The Position

Harrah’s Cherokee Valley River is seeking a Dual Rate Front Desk Clerk-Level I. This position is responsible for efficiently checking guests in and out, supervising the Hotel Front Office operations to ensure guest satisfaction and quality service, and maintaining compliance with policies and standard operating procedures. The role also involves assisting in monitoring and controlling daily revenues and expenses.

Requirements

A high school diploma or GED is required.
One year of experience in a Front Desk is preferred.
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.
Ability to handle multiple priorities in a fast-paced environment.
Knowledge of LMS and Kronos.
Knowledge of Harrah's employment policies.
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.
Not required at time of hire; may be learned in the probationary period agreed upon at the time of hire.

Responsibilities

Perform guest registration and room assignments, accommodating special requests whenever possible.
Pre-register block reservations.
Process same-day reservations and 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.
Familiarize 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.
Be 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 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.