HCVR Front Desk Clerk--Level I (Full Time; Varied Shift) $15/hour

Harrah’s Cherokee Valley River Casino & Hotel Position Description

POSITION TITLE:                          Front Desk Clerk 

DEPARTMENT:                                Hotel 

GRADE/FLSA STATUS:               H9—Non-Exempt

BADGE TYPE/COLOR:                 Key--Blue

REPORTS TO:                                  Front Desk Supervisor 

SUPERVISES:                                    N/A

JOB SUMMARY:                               

Efficient check-in/check-out of guests.  Respond to inquiries and complaints in an efficient, courteous, and professional manner to achieve maximum customer satisfaction while complying with or exceeding all standard operating procedures and service. 

JOB ESSENTIAL DUTIES AND 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 employees
• Handle guest check-in and checkout 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 for the fast and accurate billing of guest charges
• Proactive with incidents and issues, ensuring resolution with employees and guests
• Review customer complaints 
• Resolve and recover customer 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

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES—Level 2:

• Must perform all duties and responsibilities of Level 1 Front Desk Agent 
• Assist with pre-keying groups and room tours
• Pre-key and check in motorcoach buses and junket tours
• Sponsor and train new employees
• 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 customer service in our VIP welcome area
• Keep the VIP welcome area stocked and clean

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES—Level 3:

• Must perform all duties and responsibilities of Level 1 & 2 Front Desk Agent 
• 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 servic