Dual Rate Front Desk Clerk Level 1 (Full Time; Varied Shift)

Harrah’s Cherokee Casino Resort Position Description

 

POSITION TITLE:                          Dual Rate Front Desk Clerk

DEPARTMENT:                             Hotel (Hotel Front Office, Hotel Tower IV Front Desk)

GRADE:                                          H9/15-Non-Exempt

BADGE TYPE/COLOR:                   Key--Blue

REPORTS TO:                                Front Desk Supervisor/Front Office Manager

SUPERVISES:                                  Front Desk Clerk, Room Controller

 

JOB SUMMARY: 

Supervise the operation of the Hotel Front Office to achieve customer satisfaction and quality service while assuring compliance with policies and standard operating procedures. Assist in monitoring and controlling daily revenues and expenses.   

 

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES—FRONT DESK CLERK—LEVEL 1:

• Endorse the business objectives, ethics and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision and Values 
• Perform guest registration and room assignments, accommodating special requests whenever possible
• Pre-register block reservations
• Process same day reservations and when necessary future reservations following hotel rate structures and selling strategies
• Anticipate and provide for VIP guest needs in advance of request 
• Learn and anticipate guest preferences and provide personalized service
• 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 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 in’s per hour
• Balance drawer bank daily
• Perform other tasks as assigned by supervisor or manager
• 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

 

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 c