Front Office Clerk

Bally's Chicago • Biloxi, MS

2d • Onsite

About The Position

This role is responsible for enhancing the guest experience by providing exceptional service. The Front Office Clerk will respond to inquiries about the property, including directions, player's club information, entertainment, and hours of operation for various venues. They will also relay guest requests to appropriate staff, manage guest messages within the property's management system, and ensure calls are answered promptly and to department standards. The position involves following established emergency procedures and acting as a communications link during emergencies. Additionally, the role handles fax and email inquiries, confirms and modifies reservations, and utilizes sales techniques to maximize occupancy, rates, and revenue. Key duties include greeting guests, registering them, assigning rooms, issuing keys, assisting with guest requests such as room changes or amenities, making and confirming reservations, posting charges to guest folios, and resolving guest complaints. Financial responsibilities include maintaining a cash bank, cashing checks, issuing change, and processing payments via cash, check, or credit card. The clerk will also process complimentary transactions, submit end-of-shift reports, and coordinate with Housekeeping and Facilities departments for room issues. Reviewing folios with guests for accuracy and processing checkouts are essential. The role requires adherence to all department and property policies and procedures, offering luggage assistance, and completing thorough bucket checks of reservations. Issuing coupons and maintaining knowledge of current marketing promotions, events, and the Sounds of Your Stay Program are also part of the responsibilities. This job description is not exhaustive and duties may change.

Requirements

• Must project a professional and positive image.
• High energy level.
• Excellent non-verbal communication skills – good posture, able to establish eye contact, and positive body language.
• Ability to handle and carry out instructions.
• Ability to deal with people in a manner that shows sensitivity, tact, and professionalism.
• Must be able to maintain composure under stress in a fast-paced work environment.
• Must be able to stand for long periods of time.
• Ability to work a flexible schedule.
• Excellent interpersonal and communication skills.
• Must be able to communicate clearly and effectively with all Hard Rockers and guests.
• Ability to understand and promulgate written memos, instructions, regulations.
• Basic reading and math skills.
• Proficiency in typing.

Responsibilities

• Enhances the guest experience by providing exceptional service.
• Responds to inquiries regarding property – i.e. directions to property, players club, entertainment, hours of operation of venues, etc.
• Relays “guest requests” to appropriate staff.
• Enters text messages for guests into the property’s management system as requested; relay guest messages.
• Ensures calls are answered promptly and in accordance to department standards.
• Follows established emergency procedures and acts as a communications link in emergency situations.
• Answers fax and email inquiries.
• Confirms and modify reservations.
• Ensures that proper sales techniques and strategies are utilized to maximize occupancy, rates and revenue.
• Greets, registers, assigns rooms, and issues keys to arriving guests.
• Assists guests in fulfilling their requests – room changes, extra amenities, etc.
• Makes and confirms reservations.
• Posts charges to guest folios.
• Assists guests in resolving complaints.
• Maintains a cash bank, cash checks, issue change.
• Receives cash, checks, and credit cards for payment of services.
• Processes complimentary transactions with supporting documentation.
• Processes and submit end-of-shift reports.
• Contacts Housekeeping and Facilities department when guests report room issues.
• Reviews folios with guest ensuring accuracy; perform checkout.
• Adheres to department and property policies and procedures.
• Offers luggage assistance.
• Completes thorough bucket checks of all arriving, departing, in-house reservations. Corrects mistakes.
• Issues all coupons.
• Maintains knowledge of current marketing promotions and events.
• Maintains knowledge of and sells the Sounds of Your Stay Program (Tracks, Picks, Mix).

What This Job Offers

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