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

Harrah's Cherokee Casino Resort•Cherokee, NC

2d•Onsite

About The Position

Efficiently check-in/out guests. Respond to inquiries and complaints efficiently, courteously, and professionally to achieve maximum guest satisfaction while complying with or exceeding all standard operating procedures and services.

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
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, 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, vibrations, 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 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 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
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 with check-in at satellite locations, including ECIO kiosks, Express Services, and VIP
Assist guests while completing multiple tasks concurrently, including but not limited to answering phone calls, completing reports, checking guests in and out, and managing room inventory
Assist our very best guests by providing incredible guest service in our VIP welcome area
Keep the VIP welcome area stocked and clean
Assist with special projects as requested
Participate in scheduled meetings as requested
Provide feedback to management as needed
Expedite various reports based on given time parameters and accuracy
Constantly monitor staff performance in all phases of service and job functions
Expedite lines and encourage the use of the ECIO kiosks
Provide follow-up phone calls to guest inquiries
Provide timely assistance to the front desk agents regarding guest disputes and issues
Assign stations to manage wait time effectively
Must be able to work the sunrise shift as their primary shift
Must be able to complete the Night Audit Checklist and all the technical components associated
Must be able to complete the nightly Flash Report
Must have knowledge of Office Products: Outlook, Word, and Excel
Must be able to work independently with little to no supervision
Must be able to walk a guest to an off-site property if needed due to an overbook status