HCVR Dual Rate Front Desk Clerk-Level I

Harrah's Valley River Casino & Hotel•Murphy, NC

6h•Onsite

About The Position

The Dual Rate Front Desk Clerk efficiently checks guests in and out and supports or supervises Hotel Front Office operations to achieve guest satisfaction and quality service while complying with policies and standard operating procedures. The role also assists with monitoring and controlling daily revenues and expenses. Duties vary by level and include guest registration, reservations, billing, complaint resolution, and support for VIP, group, motorcoach, and junket guests. Higher levels include training and supporting Team Members, coordinating front desk activities, reporting, and supervisory responsibilities. Level 4 requires the sunrise shift as the primary shift and the ability to perform night audit duties.

Requirements

High school diploma or GED required.
Ability to lead and motivate others effectively.
Ability to remain alert throughout the shift and calm during emergencies.
Excellent interpersonal skills and 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.
Knowledge of LMS and Kronos.
Knowledge of Harrah’s employment policies; these are not required at hire and may be learned during the probationary period agreed upon at hire.
Ability to stoop, bend, reach, kneel, twist, and grip items.
Ability to respond to visual and aural cues and to read, write, speak, and understand English.
Ability to work in a small, shared office space.
Ability to lift up to 25 pounds and carry 5 pounds, and to remain on one’s feet for an 8-hour shift.
Physical mobility with reasonable accommodations and ability to operate in mentally and physically stressful situations.
Manual dexterity and coordination to operate office equipment, computers, fax machines, and photocopiers.
Ability to tolerate varying noise and temperature levels, illumination, vibrations, crowds, and air quality, including secondhand smoke.
Ability to work a flexible schedule, including weekends, evenings, and holidays.
For Level 4, ability to work the sunrise shift as the primary shift, complete night audit duties, and walk a guest to an off-site property when needed due to overbooking.

Nice To Haves

Associate’s degree from an accredited educational institution or in a related field.
One year of Front Desk experience.

Responsibilities

Register guests, assign rooms, accommodate special requests, and pre-register block reservations.
Anticipate VIP needs and guest preferences, and provide personalized service.
Process same-day and future reservations according to hotel rate structures and selling strategies.
Receive front desk calls and dispatch guest requests, bell service, valet, and other hotel services; dispatch internal calls for guests and Team Members.
Check guests in and out in accordance with hotel credit and cash policies.
Process junket, motorcoach, and group sales guests, including billing for multiple group types.
Apply reward credits to guest charges and request PCW comps from the host team when applicable.
Manage a bank and accurately bill guest charges; balance the drawer bank daily.
Address incidents and guest issues, review complaints, and resolve complaints to guests’ satisfaction.
Provide information about the property, hotel, promotions, events, direct mail offers, and room rates and availability; suggest products, services, and experiences.
Troubleshoot in-room movie, phone, and billing problems, and cancel reservations according to established procedures.
Adhere to front desk performance metrics, service standards, regulatory requirements, and company and department policies.
Facilitate guest check-in and check-out at satellite areas, including self-check-in, VIP welcome, and concierge locations.
For Level 2 duties, assist with group pre-keying and room tours; pre-key and check in motorcoach buses and junket tours; train new Team Members; maintain kiosk supplies; troubleshoot kiosk errors; and assist guests at satellite locations, including ECIO kiosks and Express Services.
For Level 2 duties, assist guests while handling concurrent tasks such as calls, reports, check-ins and check-outs, and room inventory; maintain a stocked and clean VIP welcome area and provide VIP guest service.
For Level 3 duties, assist with special projects and meetings, provide management feedback, prepare accurate reports within required time parameters, monitor staff performance, expedite lines and encourage ECIO kiosk use, follow up on guest inquiries, assign stations, and assist agents with guest disputes and issues.
For Level 4 duties, complete the Night Audit Checklist and technical components and prepare the nightly Flash Report; work independently with little to no supervision; and walk guests to an off-site property when required because of overbooking.
As Front Desk Supervisor, coordinate front desk work with Housekeeping and Casino Marketing, oversee check-in and check-out, assign and oversee guest service agent duties, and create weekly schedules.
As Front Desk Supervisor, coordinate VIP arrivals, resolve guest problems, participate in personnel actions, coach and develop Team Members, maintain knowledge of the hotel, community, and special events, process discrepancy, rate variation, and credit reports, coordinate package coupons with marketing, and supervise daily Front Desk activities.
Perform other tasks as assigned by a supervisor, manager, or director.