Front Desk Clerk--Level I (Full-Time; Varied Shift)

Harrah's Cherokee Casino Resort•Cherokee, NC

11d

About The Position

The Front Desk Clerk efficiently checks guests in and out and responds to inquiries and complaints courteously and professionally to achieve guest satisfaction while following or exceeding standard operating procedures and service expectations. The role handles guest registration, room assignments, reservations, billing, calls, service requests, and guest concerns, while providing information about the property and its offerings. The position also supports check-in and check-out at satellite locations and maintains professional, hospitable service standards. The posting describes additional duties for Levels 2–4, including group and tour support, training, kiosk troubleshooting, guest-service assistance, reporting, and night-audit responsibilities.

Requirements

High school diploma or GED.
Excellent interpersonal and communication skills, including oral and written communication.
Ability to work effectively with Team Members and guests and knowledge of excellent guest service.
Proficiency with Windows-based office software, including Microsoft Office, Word, Excel, PowerPoint, and Outlook.
Self-starter who can work without close supervision.
Ability to handle multiple priorities in a fast-paced environment.
Neat, well-groomed appearance and excellent personal hygiene.
Knowledge of LMS, CMS, HotSOS, and Harrah’s Cherokee Casino employment policies; these are not required at hire and may be learned during the agreed probationary period.
Ability to read, write, speak, and understand English.
Ability to make rational decisions and operate in mentally and physically stressful situations.
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 the nightly Flash Report, work independently with little to no supervision, and walk guests to an off-site property when needed due to overbooking.

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, amenities, and internal calls.
Check guests in and out in accordance with hotel credit and cash policies.
Process group sales guests and handle 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 ensure fast, accurate billing of guest charges; balance the drawer bank daily.
Proactively address incidents and issues, review guest 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.
Cancel room reservations according to established procedures for Cherokee and Valley River properties.
Meet front desk metrics, including average check-in time and check-ins per hour.
Facilitate check-in and check-out at satellite areas, including self-check-in, VIP Welcome, and Concierge.
Follow regulatory, departmental, and company policies and procedures and support Caesars Entertainment’s business objectives, ethics, and values.
For Level 2: 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 at satellite locations; handle concurrent tasks; and maintain the VIP welcome area.
For Level 3: assist with projects and meetings, provide management feedback, prepare reports accurately and on time, monitor staff performance, expedite lines and promote ECIO kiosk use, follow up on guest inquiries, assist agents with disputes, assign stations to manage wait times, and resolve guest issues.
For Level 4: work the sunrise shift as the primary shift; complete the Night Audit Checklist and nightly Flash Report; work independently; and walk a guest to an off-site property if needed because of overbooking.
Perform other tasks as assigned by a supervisor, manager, or director.