Front Desk Clerk--Level I (Part-Time; Varied Shift) $15.00/hour

Harrah's Cherokee Casino Resort•Cherokee, NC

5d•$15•Onsite

About The Position

Harrah’s Cherokee Casino Resort Position Description POSITION TITLE: Front Desk Clerk DIVISION: Hotel DEPARTMENT: Hotel Front Office, Hotel Tower IV Front Desk GRADE/FLSA STATUS: H9 - Non-Exempt BADGE TYPE/COLOR: Key--Blue REPORTS TO: Shift Manager, Sunrise Hotel; Supervisor, Front Desk SUPERVISES: N/A JOB SUMMARY: Efficiently check-in/out guests. Respond to inquiries and complaints efficiently, courteously, and professionally to achieve maximum guest satisfaction while complying with or exceeding all standard operating procedures and services. JOB ESSENTIAL DUTIES AND RESPONSIBILITIES—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 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 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 Balance drawer bank daily 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 Perform other tasks as assigned by the 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 a 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 a 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

Requirements

A high school diploma or GED is required
Must demonstrate the following essential knowledge and skills:
Excellent interpersonal and communication skills
Demonstrated ability to work with Team Members and guests
Knowledge of all areas of providing excellent guest service
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
Self-starter must work without close supervision
Ability to handle multiple priorities in a fast-paced environment
Neat, well-groomed appearance with excellent personal hygiene
Knowledge of LMS
Knowledge of CMS
Knowledge of HotSOS
Knowledge of Harrah’s Cherokee Casino employment policies
Not required at time of hire; may be learned in the probationary period agreed upon at 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 make rational decisions when handling Team Members and guests
Must be able to operate in mentally and physically stressful situations
Must be able to lift 25 pounds and carry 5 pounds
Must be physically mobile with reasonable accommodations
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

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 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
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
Balance drawer bank daily
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
Perform other tasks as assigned by the 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