Hotel Front Desk Clerk

Description

ALL FULL TIME POSITIONS:     In addition to your pay, your salary also includes Medical, Dental and Vision Insurance. The Biweekly deduction from employee paycheck is $40.00 for Employee Only, $95.00 Employee plus Children, $120.00 Employee plus Spouse, and $140.00 Employee plus family.  

FUNCTIONS STATEMENT:

Serves customers by providing an efficient customer service experience including fast and accurate check-in and check out, guest requests, and overall guest experience.

MAJOR DUTIES:

• Process all arriving and departing guests exercising principles of aggressive hospitality.
• Accurately performs duties to register guests in hotel rooms.
• Maintains customer records by updating account information.
• Resolves guest problems by clarifying the customer’s complaint; determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution.
• Obtain payment information and ensure that it is properly entered into the Property Management System. (PMS)
• Maintain complete knowledge of:
  • All Casino and Hotel features and services including hours of operation.
  • All room types, numbers, layout, décor, appointments, and locations.
  • All room rates, special packages, and promotions
  • Daily house count and expected arrivals and departures.
  • Room availability status for any given day.
  • Scheduled group activities.
• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
• Set up work station with necessary supplies.
• Accept wake-up calls, distribute guest correspondence, and take messages as necessary.
• Perform bucket checks and resolve any discrepancies.
• Run shift reports, count and secure bank, complete reports, balance receipts, drop receipts.

Requirements

FACTOR 1: KNOWLEDGE REQUIRED BY THE POSITION

• Knowledge of customers and groups of customers that are established and are a potential marketing target.
• Knowledge of processes of providing on-site coordination with casino staff where needed.
• Knowledge of techniques and methods in preparing and maintaining required documentation for all aspects of a guest stay including check-in, check out, account settlement.
• Knowledge of how to establish suspense files in order to follow up with a statement of appreciation and solicit return visits of customers.
• Knowledge of data management techniques and general knowledge of hotel property management systems.
• Knowledge of the role of an ambassador for the Grand Casino Hotel and Resort.
• Knowledge of rules, regulations, and statutes related to the Indian gaming industry as prescribed by the NIGC, Citizen Potawatomi Nation as they apply to hotel operations.
• Knowledge of basic single entry ledger Accounting.
• Knowledge of standards and requirements of purchasing.
• Knowledge of safety standards as prescribed by the Office of Safety, Health and Occupational Administration (OSHA), and Citizen Potawatomi Nation.
• Knowledge of the current market trends.
• Knowledge of elements in planning and coordinating promotions, loyalty programs, and other related activities.
• Knowledge of arranging for customer accommodations and activities.
• Knowledge of developing strategies to enhance distribution, minimize the cost of supply utilization and minimize inventory investment and storage space while ensuring the availability of high-quality supplies and equipment and the avoidance of shortages.
• Knowledge of computer and Microsoft programs and software.

FACTOR 2: SUPERVISORY CONTROLS

• The incumbent is under the direct supervision of the Front Office Manager, Citizen Potawatomi Nation, Grand Casino Hotel and Resort.
• Supervisor assigns work on information regarding the objectives, priorities, and deadlines, and desired outcomes.
• Incumbent handles all work according to desire outcomes, established policies, and accepted practices.
• The supervisor assigns work in terms of objectives and basic priorities and is available for consultation in resolving complex or controversial issues.
• Incumbent plans and carries out the projects and selects the approaches and methods to be used in solving problems.
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