Front Desk Clerk Lead

Churchill Downs•Oak Grove, KY

22d•Onsite

About The Position

Oak Grove Racing, Gaming & Hotel (the “Property”) is a gaming facility in a high traffic area in the heart of Oak Grove, Kentucky, and across the street from a large Army post, Ft. Campbell. The Property is 10 miles from Clarksville, TN and less than 60 miles northwest of downtown Nashville, TN. FUNCTION The Hotel Front Desk Clerk Lead accommodates hotel guests by registering and assigning rooms, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, presenting statements to and collecting payments from departing guests, making and confirming reservations, answering PBX calls and connecting callers to the appropriate extension. The Welcome Desk Lead Agent assists the Hotel Manager in day to day supervision of the hourly team members as well as training of all new team members.

Requirements

Ability to maintain high levels of confidentiality and integrity.
Maintain interpersonal working relationships among all Team Members and the public.
Excellent verbal and written communication skills.
Willingness to assume overall responsibility relative to the performance of the position
Must be detail oriented, have a professional attitude, strong organizational and time management skills, and be customer-focused
Available to work when needed, including weekends, holidays, and nights.
Works on the floor 90% of the time with a “hands-on” mentality for guest service.
Self-motivated with attention to detail
High School Diploma or equivalent required.
Knowledge of principles and processes for providing customer service.
Able to obtain and maintain a valid Kentucky gaming/racing license

Responsibilities

Greets, registers, and assigns rooms to hotel guests.
Issues room keys to guests.
Verifies guest identification and establishes how the guest will pay for the accommodations.
Keeps records of room availability and guests' accounts on computer.
Computes bills and collects payments.
Makes and confirms reservations.
Uses player CMP system to make Marketing offer reservations.
Answers PBX calls and routes calls to proper extension.
Answers inquiries pertaining to hotel services, shopping, dining, entertainment and any other activity connected with the hotel, casino or entertainment complex.
Advises housekeeping staff when rooms have been vacated and are ready for cleaning.
Contacts housekeeping or maintenance staff when guests report problems.
Performs simple bookkeeping activities, such as balancing cash accounts.