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

Harrah’s Cherokee Valley River Casino & Hotel Position Description

POSITION TITLE:                          Front Desk Clerk 

DIVISION:                                           Hotel

DEPARTMENT:                                Hotel Front Office

GRADE/FLSA STATUS:               H9 - Non-Exempt

BADGE TYPE/COLOR:                 Key--Blue

REPORTS TO:                                  Supervisor, Front Desk

SUPERVISES:                                    N/A

JOB SUMMARY:                               

Efficient check-in/out of 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 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 Team Members

• Handle guest check-in and check-out 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 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

• 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 Team Members
• Stock and inventory kiosk supplies
• Troubleshoot, diagnose, and repair kiosk errors
• Assist guests with check-in at satellite locations, including ECIO kiosks, E