Front Desk Clerk

Churchill Downs Incorporated•Village of Waterloo, NY

7d•$25 - $28

About The Position

The Front Desk Clerk provides efficient, knowledgeable, and courteous service to exceed guest expectations. The role performs guest check-in and check-out for online and walk-in registrations, directs guests to hotel rooms, explains checkout times, and handles daily guest relations and telephone duties. The clerk also promotes resort and hotel amenities, addresses guest inquiries and complaints, processes transactions, and follows hotel, company, safety, security, and gaming-compliance procedures.

Requirements

High school diploma or GED equivalent.
Basic math and cash-handling skills.
Demonstrable English-speaking skills.
Proficiency with personal computers.
Excellent customer service skills.
Ability to communicate effectively with Team Members at all levels, guests, and outside contacts.
Ability to work effectively in a fast-paced environment.
Ability to move around work areas effectively and efficiently.
Ability to work long hours, including nights, weekends, and holidays.
Ability to spend extended periods standing and sitting.
Ability to obtain required license(s).

Responsibilities

Process guest reservations, registrations, payments, and departures according to approved brand and hotel procedures.
Promote the property’s value, features, and amenities to prospective guests by telephone, computer, or in person.
Handle guest inquiries, concerns, and complaints to resolve issues and satisfy guests.
Balance cash, check, and miscellaneous departments at the end of each shift, following proper credit and cash-handling procedures.
Inform Housekeeping of special requests, late checkouts, and hotel areas requiring special attention.
Receive and transmit mail, telephone calls, and written messages for guests.
Answer questions about resort and casino services, shopping, dining, entertainment, and travel directions.
Post room, food and beverage, and telephone charges; calculate guest bills using the property management system; collect payment and make change according to company policy.
Maintain a neat, clean, and safe front desk area.
Maintain current knowledge of hotel amenities and features.
Comply with company safety and security policies and practices.
Know how to respond to hotel- and guest-related emergencies in accordance with company policies and notification procedures.
Demonstrate hospitality and charm to internal and external guests.
Attend required casino training sessions and obtain required licenses.
Perform duties in compliance with local laws and regulations, including taking steps to prevent minors from gambling or loitering in gambling areas, consuming alcohol, or purchasing tobacco.
Maintain knowledge of relevant ordinances, regulations, laws, policies, procedures, problem-gambling programs, and gaming compliance requirements.
Help maintain written policies, procedures, and internal controls for gaming-regulation compliance; investigate exceptions, fraud, and potential violations and report them to appropriate management.
Report known acts of wrongdoing by Team Members.
Perform other duties as assigned.