Front Desk Clerk--Level I - Full-time

pspanistrongHarrah’s Cherokee Casino Resort Position Description/strong/i/span/p pnbsp;/p pstrongPOSITION TITLE:nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp; /strongFront Desk Clerknbsp;/p pstrongDIVISION:nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp; /strongHotel/p pstrongDEPARTMENT:nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp; /strongHotel Front Office, Hotel Tower IV Front Desk/p pstrongGRADE/FLSA STATUS:nbsp; nbsp; nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp; /strongH9 - Non-Exemptnbsp;/p pstrongBADGE TYPE/COLOR:nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp; /strongKey--Blue/p pstrongREPORTS TO:nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp; /strongShift Manager, Sunrise Hotel; Supervisor, Front Desk/p pstrongSUPERVISES:nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp; /strongN/A/p pnbsp;/p pstrongJOB SUMMARY:nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;nbsp;/strong/p pEfficiently check-in/out 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 services.nbsp;/p pnbsp;/p pstrongJOB ESSENTIAL DUTIES AND RESPONSIBILITIES—Level 1:/strong/p ul liPerform guest registration and room assignments, accommodating special requests whenever possible/li liPre-register block reservations/li liAnticipate and provide for VIP guest needs in advance of requestnbsp;/li liLearn and anticipate guest preferences and provide personalized service/li liProcess same-day reservations and, when needed, future reservations following hotel rate structures and selling strategies/li liReceive hotel front desk calls, dispatch special requests, bell service, valet, and other amenities and services for hotel guests/li liDispatch internal calls for Team Members and guests/li liHandle guest check-in and checkout in accordance with hotel credit and cash policies in an efficient and friendly manner/li liProcess group sales guests/li liFamiliar with and execute the billing for multiple group types/li liComp guest charges using reward credits/li liRequest PCW comps from the host team when applicable/li liResponsible for a bank and the fast and accurate billing of guest charges/li liProactive with incidents and issues, ensuring resolution with Team Members and guests/li liReview guest complaints/li liResolve and recover guest complaints to their satisfactionnbsp;/li liInformed about all property and brand events, initiatives, products, and services/li liAssist patrons by providing information about the property, hotel, promotions, events, direct mail offers, and room rates/availability/li li“Suggest” products, services, and experiences to our guests/li liTroubleshoot all in-room movie/phone/billing problems/li liCancel room reservations according to established procedures for Cherokee amp; Valley River properties/li liBalance drawer bank daily/li liDisplay spotlight behaviors and Harrah’s Service Cycle training in every interaction/li liMaintain high standards of courtesy, hospitality, friendliness, and professionalism/li liAdhere to front desk metrics, including average check-in time and check-ins per hour/li liPerform other tasks as assigned by thenbsp;supervisor, manager, or director/li liFacilitate guest check-in and check-out in satellite areas away from the main front desk, such as self-check-in, VIP Welcome, and Concierge/li liAdhere to regulatory, departmental, and company policies/procedures in an ethical manner/li liEndorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and our Mission, Vision, and Values/li /ul pnbsp;/p pstrongJOB ESSENTIAL DUTIES AND RESPONSIBILITIES—Level 2:/strong/p ul liMust perform all duties and responsibilities of a Level 1 Front Desk Agentnbsp;/li liAssist with pre-keying groups and room tours/li liPre-key and check-in motorcoach buses and junket tours/li liSponsor and train new Team Members/li liStock and inventory kiosk supplies/li liTroubleshoot, diagnose, and repair kiosk errors/li liAssist guests with check-in at satellite locations, including ECIO kiosks, Express Services, and VIP/li liAssist 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/li lispanAssist our very best guests by providing incredible guest service in our VIP welcome area/span/li lispanKeep the VIP welcome area stocked and clean/span/li /ul pnbsp;/p pnbsp;/p pstrongJOB ESSENTIAL DUTIES AND RESPONSIBILITIES—Level 3:/strong/p ul liMust perform all duties and responsibilities of a Level 1 amp; 2 Front Desk Agentnbsp;/li lispanAssist with special projects as requested/span/li lispanParticipate in scheduled meetings as requested/span/li lispanProvide feedback to management as needed/span/li lispanExpedite various reports based on given time parameters and accuracy/span/li lispanConstantly monitor staff performance in all phases of service and job functionsnbsp;/span/li lispanExpedite lines and encourage the use of the ECIO kiosks/span/li lispanProvide follow-up phone calls to guest inquiries/span/li lispanProvide timely assistance to the front desk agents regarding guest disputes and issues/span/li lispanAssign stations to manage wait time effectively/span/li lispanProactive with incidents and problems, ensuring resolution with Team Members and guests/span/li lispanReview guest complaints/span/li lispanResolve and recover guest complaints to their satisfaction/span/li /ul p style="margin-left:.25in"nbsp;/p pstrongJOB ESSENTIAL DUTIES AND RESPONSIBILITIES—Level 4:/strong/p ul liMust perform all duties and responsibilities of Levels 1, 2 amp; 3/li liMust be able to work the sunrise shift as their primary shift/li lispanMust be able to complete the Night Audit Checklist and all the technical components associated/span/li lispanMust be able to complete the nightly Flash Report/span/li lispanMust have knowledge of Office Products:nbsp; Outlook, Word, and Excel/span/li lispanMust be able to work independently with little to no supervision/span/li lispanMust be able to walk a guest to an off-site property if needed due to an overbook status/span/li /ul pnbsp;/p pstrongMINIMUM QUALIFICATIONS:/strong/p ul liA high school diploma or GED is requirednbsp;/li listrongMust demonstrate the following essential knowledge and skills:/strong/li liExcellent interpersonal and communication skills/li liDemonstrated ability to work with Team Members and guests/li liKnowledge of all areas of providing excellent guest service/li liExcellent oral and written communication skills/li liStrong interpersonal skills/li liProficient in the use of Windows-based office software, including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook/li liSelf-starter must work without close supervision/li liAbility to handle multiple priorities in a fast-paced environment/li liNeat, well-groomed appearance with excellent personal hygiene/li li*Knowledge of LMS/li li*Knowledge of CMSnbsp;/li li*Knowledge of HotSOS/li li*Knowledge of Harrah’s Cherokee Casino employment policies/li listrong*/strongNot required at time of hire; may be learned in thenbsp;probationary period agreed upon at time of hire/li /ul p style="margin-left:1.0in"nbsp;/p pstrongPHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:/strong/p ul liMust be able to stoop, bend, reach, kneel, twist, and grip items/li liMust be able to respond to visual and aural cues/li liMust be able to read, write, speak, and understand English/li liMust be able to work in a small, shared office spacenbsp;/li liMust be able to make rational decisions when handling Team Members and guestsnbsp;/li liMust be able to operate in mentally and physically stressful situations/li liMust be able to lift 25 pounds and carry 5 pounds/li liMust be physically mobile with reasonable accommodations/li liMust have manual dexterity and coordination to operate office equipment, computers, fax machines, and photocopiers/li liMust be able to tolerate areas containing varying noise and temperature levels, illumination, vibrations, crowds, and air quality, including secondhand smoke/li liMust be able to work a flexible schedule, including weekends, evenings, and holidays/li /ul pnbsp;/p pnbsp;/p pnbsp;/p pspanThis is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job.nbsp; Harrah’s Cherokee Casino Resort reserves the right to change the above job description whenever necessary.nbsp; nbsp; nbsp; nbsp; 6.13.25/span/p