Hotel Front Desk Clerk

DESCRIPTION OF DUTIES: The primary responsibility of this position is to perform front desk activities and provide exceptional guest services to all guests and visitors. Specific responsibilities include, but are not limited to the following:
1. Responsible for providing a diverse variety of activities in support of Guest First and the Hotel including providing information and responding to guest questions, inquires or concerns.
2. Performs all front desk activities including providing telephone coverage, taking reservations, processing cancellations, checking guests in and out and assigning rooms.
3. Manages all guest special requests and coordinates with housekeeping to ensure guests receive additional amenities, early or late check in or check out.
4. Compiles guest packets including inserting appropriate coupons and making keys.
5. Prints expected guest arrival lists and verifies packets are completed for new guest arrivals.
6. Receives reports daily from the night auditor indicating guest incidents or issues and provides follow up to ensure guest satisfaction.
7. Is responsible for maintaining the guest voice mail system including entering messages for guests and deleting messages of departed guests.
8. Logs all newspapers upon arrival at the Front Desk.
9. Handles guest sales related to newspapers, fishing licenses or other items available at the Front Desk.
10. Reports any guest complaints or concerns to immediate supervisor or manager for review and resolution.
11. Notifies supervisor, manager or security of situations that may affect guests, associates or the Lake of the Torches Resort Casino.
12. Performs other duties as assigned.

POSITION RELATIONSHIPS:
Internal: Frequent contact with all food and beverage, banquet, housekeeping and engineering associates.
External: Continual contact with guests and visitors

SUPERVISION RECEIVED: Receives direction and supervision from the Front Desk Supervisor or the Hotel Manager.

EDUCATION: A high school diploma or equivalent is required.

EXPERIENCE: A minimum of six months experience in customer service and cash handling is preferred.

SKILLS: Must possess excellent interpersonal, communication, organizational, telephone etiquette and customer service skills. Experience with PC’s and related software, cash handling and familiarity with office equipment is required. Must be able to handle and maintain confidential and sensitive information with diplomacy and tact. Must maintain a professional demeanor is stressful situations as necessary.

WORKING ENVIRONMENT:
1. Work Conditions: Majority of responsibilities are performed in a normal office environment.
2. Exposure to Hazards: May be exposed to situations where spills, wet floors, guest, visitor or associate behavior may create undesirable conditions.
3. Physical Requirements: Normal office physical requirements that include walking, sitting, standing, lifting and keyboarding.

BEHAVIORS: The vision, goals and objectives of Lake of the Torches Resort Casino requires the Front Desk Clerk to perform in both a professional and personable manner. The manner in which the employee relates to fellow employees, customers and visitors is considered parallel in importance to technical knowledge and ability. Respect and consideration given to the dignity of each customer, visitor and fellow employee is a requisite of successful job performance.

OTHER: Must attend all mandatory meetings and participate in training and development activities.