Front Desk Clerk

Citizen Potawatomi Nation • Shawnee, OK

139d • $12 - $17

About The Position

The Front Desk Clerk serves guests by providing efficient customer service, including fast and accurate check-in and check-out, responding to guest requests, and supporting the overall guest experience. The role processes guest arrivals and departures, registers guests, maintains account information, resolves complaints, and enters payment information into the hotel Property Management System (PMS). The clerk maintains knowledge of hotel and casino services, room details and availability, rates and promotions, guest arrivals and departures, and scheduled group activities. The position also handles assigned funds, prepares the workstation, accepts wake-up calls, distributes correspondence, takes messages, checks for account discrepancies, and completes shift reports and financial balancing tasks.

The role follows supervisor instructions, established policies and operating procedures, and applicable gaming, safety, and hotel regulations. The work is directly supervised by the Front Office Manager, who assigns objectives and priorities and is available for consultation on complex or controversial matters. The clerk’s work contributes to guest service quality, the hotel’s financial results, and the organization’s public image.

Requirements

• Knowledge of hotel property management systems, data management techniques, computers, and Microsoft programs and software.
• Knowledge of basic single-entry ledger accounting.
• Knowledge of customer and group segments, including potential marketing targets.
• Knowledge of processes for on-site coordination with casino staff.
• Knowledge of documentation for guest check-in, check-out, and account settlement.
• Knowledge of establishing suspense files to follow up with appreciation statements and encourage return visits.
• Knowledge of the role of an ambassador for the Grand Casino Hotel and Resort.
• Knowledge of rules, regulations, and statutes applicable to hotel operations in the Indian gaming industry, including those prescribed by the NIGC and Citizen Potawatomi Nation.
• Knowledge of safety standards prescribed by OSHA and the Citizen Potawatomi Nation.
• Knowledge of purchasing standards and requirements.
• Knowledge of current market trends and of planning and coordinating promotions, loyalty programs, and related activities.
• Knowledge of strategies for managing supply distribution, costs, inventory, storage, and availability of quality supplies and equipment.
• Ability to handle guest service problems and unusual situations in accordance with organizational interests, policies, and procedures.

Responsibilities

• Process arriving and departing guests while providing attentive hospitality.
• Register guests in hotel rooms accurately.
• Update customer account information and records.
• Clarify and resolve guest complaints, identify causes, explain solutions, expedite corrections, and follow up to confirm resolution.
• Obtain guest payment information and enter it into the Property Management System (PMS).
• Maintain knowledge of casino and hotel features and services, room types and locations, rates and promotions, daily occupancy and expected arrivals and departures, room availability, and scheduled group activities.
• Receive an assigned bank, verify contracted monies, and keep the bank secure.
• Set up the workstation with necessary supplies.
• Accept wake-up calls, distribute guest correspondence, and take messages as needed.
• Perform bucket checks and resolve discrepancies.
• Run shift reports, count and secure the bank, complete reports, balance receipts, and drop receipts.
• Coordinate with casino staff when needed and arrange guest accommodations and activities as appropriate.
• Maintain documentation related to guest stays, including check-in, check-out, and account settlement.

Benefits

• Medical insurance for full-time positions, with stated biweekly employee paycheck deductions by coverage tier.
• Dental insurance for full-time positions, with stated biweekly employee paycheck deductions by coverage tier.
• Vision insurance for full-time positions, with stated biweekly employee paycheck deductions by coverage tier.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed