HCVR Dual Rate Front Desk Clerk-Level I

Harrah's Cherokee Casino Resort•Murphy, NC

13d

About The Position

The Dual Rate Front Desk Clerk performs guest registration, room assignments, reservations, billing, and guest-service functions, and may perform duties across Front Desk Clerk Levels 1–4 and Front Desk Supervisor. The role supports efficient hotel front-office operations and guest satisfaction while helping ensure compliance with policies and standard operating procedures. It also assists with monitoring and controlling daily revenues and expenses. Level 1 duties include checking guests in and out; handling reservations, room assignments, billing, group, junket, and motorcoach guest processes; responding to calls and guest requests; providing information about the property and its services; resolving guest complaints and issues; balancing a bank; and meeting front desk service and performance standards. The clerk may also facilitate check-in and check-out at satellite locations. Level 2 duties include supporting group room tours and pre-keying, training new Team Members, maintaining and troubleshooting kiosks, helping guests at satellite check-in locations, handling multiple tasks concurrently, and maintaining the VIP welcome area. Level 3 duties include assisting with special projects and reports, monitoring staff performance, managing lines and station assignments, and providing follow-up and assistance with guest issues. Level 4 duties include working the sunrise shift as the primary shift, completing night audit and Flash Report tasks, using Microsoft Office applications, working independently, and escorting guests to an off-site property when needed because of overbooking. Front Desk Supervisor duties include coordinating front desk operations with Housekeeping and Casino Marketing, assigning and overseeing agent duties, scheduling, coordinating VIP arrivals, resolving guest complaints, supporting personnel actions and Team Member development, maintaining operational knowledge, processing reports, managing supplies, and ensuring service standards and policy compliance. The position requires a high school diploma or GED. An associate’s degree and one year of front desk experience are preferred. The role requires strong communication and interpersonal skills, the ability to lead and motivate others, proficiency with Windows-based office software, attention to teamwork and service, and the ability to handle multiple priorities in a fast-paced environment. Work may involve a small shared office space, extended time on one’s feet, physical demands, and exposure to varying noise, temperature, lighting, vibration, crowds, and air quality, including secondhand smoke. A flexible schedule, including weekends, evenings, and holidays, is required.

Requirements

High school diploma or GED required.
Ability to lead and motivate others effectively.
Ability to remain alert throughout the shift and stay calm during emergencies.
Excellent interpersonal skills and excellent oral and written communication skills.
Proficiency with Windows-based office software, including Microsoft Office, Word, Excel, PowerPoint, and Outlook.
Documented teamwork behaviors and attitudes.
Self-starter able to work without close supervision.
Neat, professional appearance and excellent personal hygiene.
Ability to handle multiple priorities in a fast-paced environment.
Must be able to read, write, speak, and understand English.
Must be able to stoop, bend, reach, kneel, twist, and grip items; respond to visual and aural cues; and operate office equipment, computers, fax machines, and photocopiers.
Must be able to lift up to 25 pounds and carry 5 pounds, remain on feet for an 8-hour shift, and be physically mobile with reasonable accommodations.
Must be able to operate in mentally and physically stressful situations.
Must be able to tolerate 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.
Level 4 duties require working the sunrise shift as the primary shift, completing night audit and Flash Report tasks, and working independently with little to no supervision.

Nice To Haves

An associate’s degree from an accredited educational institution or related field.
One year of front desk experience.
Knowledge of LMS and Kronos; these may be learned during the probationary period agreed upon at hire.
Knowledge of Harrah’s employment policies; these may be learned during the probationary period agreed upon at hire.

Responsibilities

Perform guest registration and room assignments, accommodating special requests when possible.
Pre-register block reservations and process same-day and future reservations according to hotel rate structures and selling strategies.
Anticipate VIP guest needs and preferences and provide personalized service.
Receive and dispatch front desk calls, guest requests, and services such as bell service and valet.
Handle guest check-in and check-out according to hotel credit and cash policies.
Process junket, motorcoach, and group guests; handle billing for multiple group types and comp charges using reward credits when applicable.
Maintain a bank and accurately bill guest charges; balance the drawer bank daily.
Proactively address incidents and issues, review guest complaints, and resolve them to guests’ satisfaction.
Provide guests with information about the property, hotel, promotions, events, offers, room rates, and availability; recommend products, services, and experiences.
Troubleshoot in-room movie, phone, and billing problems and cancel reservations according to established procedures.
Meet front desk service and performance metrics and follow applicable regulatory, departmental, and company policies and procedures.
Facilitate guest check-in and check-out at satellite locations, including self-check-in, VIP welcome, and concierge areas.
Assist with group pre-keying and room tours; pre-key and check in motorcoach buses and junket tours.
Sponsor and train new Team Members; stock and inventory kiosk supplies and troubleshoot kiosk errors.
Assist guests at satellite locations and kiosks while managing multiple tasks, calls, reports, check-ins, check-outs, and room inventory.
Maintain the VIP welcome area in a stocked and clean condition and provide service to VIP guests.
Assist with special projects and meetings, provide feedback to management, and prepare reports accurately within given time parameters.
Monitor staff performance, expedite lines, encourage kiosk use, follow up on guest inquiries, assist agents with disputes, and assign stations to manage wait times.
Work the sunrise shift as the primary shift when performing Level 4 duties; complete the Night Audit Checklist and nightly Flash Report.
Work independently with little to no supervision and walk guests to an off-site property when required due to overbooking.
Coordinate front desk activities with Housekeeping and Casino Marketing to support timely check-in and check-out.
Assign and oversee guest service agent duties, create weekly schedules, and coordinate VIP arrivals.
Participate in personnel actions, including interviews, training, selection, performance reviews, promotions, transfers, and disciplinary actions.
Coach and develop Team Members, take corrective action when necessary, and support team morale.
Maintain knowledge of the hotel, community, and special events; process discrepancy, rate variation, and credit reports; coordinate package coupons with Marketing; and maintain supplies and inventory.