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

Harrah's Cherokee Casino Resort•Murphy, NC

19h•Onsite

About The Position

Harrah’s Cherokee Valley River Casino & Hotel is seeking a Front Desk Clerk (Level I) for a Full Time position with varied shifts. This role is responsible for efficient guest check-in and check-out, responding to inquiries and complaints courteously and professionally to achieve maximum guest satisfaction while adhering to all standard operating procedures and service standards. The position requires performing guest registration, accommodating special requests, processing reservations, handling guest inquiries, managing billing for various group types, and maintaining high standards of courtesy and professionalism.

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 Hot SOS.
Knowledge of Harrah’s Cherokee Valley River Casino & Hotel employment policies.
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 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, vibration, crowds, and air quality, including secondhand smoke.

Nice To Haves

Not required at time of hire; may be learned in the probationary period agreed upon at the time of hire.

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 guests and Team Members.
Handle guest check-in and check-out in accordance with hotel credit and cash policies in an efficient and friendly manner.
Process junket and motorcoach buses.
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.
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.
Balance drawer bank daily.
Perform other tasks as assigned by 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.