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

Harrah's Cherokee Casino Resort•Murphy, NC

6d•Onsite

About The Position

Harrah’s Cherokee Valley River is seeking a Front Desk Clerk (Level I) to efficiently check-in and check-out guests. This role involves responding to inquiries and complaints courteously and professionally to achieve maximum guest satisfaction while adhering to all standard operating procedures and services. The position requires performing guest registration, accommodating special requests, processing reservations, handling guest accounts, and resolving guest issues. The Front Desk Clerk is expected to embody the company's service standards and values in every interaction.

Requirements

A high school diploma or GED is required.
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).

Nice To Haves

Must be able to work the sunrise shift as their primary shift (Level 4 requirement).
Must be able to complete the Night Audit Checklist and all the technical components associated (Level 4 requirement).
Must be able to complete the nightly Flash Report (Level 4 requirement).
Must have knowledge of Office Products: Outlook, Word, and Excel (Level 4 requirement).
Must be able to work independently with little to no supervision (Level 4 requirement).
Must be able to walk a guest to an off-site property if needed due to an overbook status (Level 4 requirement).

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.