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

DIVISION:                                           Hotel

DEPARTMENT:                                Hotel Front Office, Hotel Tower IV Front Desk

GRADE:                                              H9/15-Non-Exempt

BADGE TYPE/COLOR:                 Key--Blue

REPORTS TO:                                  Supervisor, Front Desk; Shift Manager, Sunrise Hotel

SUPERVISES:                                    NA

JOB SUMMARY: 

Efficiently check-in/out guests. Supervise the operation of the Hotel Front Office to achieve guest 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:

• Perform guest registration and room assignments, accommodating special requests whenever possible

• Pre-register block reservations

• Process same-day reservations and, when needed, 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 Team Members and guests

• 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 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 the 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

• Endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision, and Values 

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES—Level 2:

• Must perform all duties and responsibilities of a 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, 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 guest service in our VIP welcome area
• Keep the VIP welcome area stocked and cleaned

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES—Level 3:

• Must perform all duties and responsibilities of a Level 1 & 2 Front Desk Agent 

• Assist with special projects as requested

• Participate in scheduled meetings as requested

• Provide feedback to management as needed

• Expedite various reports based on given time parameters and accuracy

• Constantly monitor staff performance in all phases of service and job functions

• Expedite lines and encourage the use of the ECIO kiosks

• Provide follow-up phone calls to guest inquiries

• Provide timely assistance to the front desk agents regarding guest disputes and issues

• Assign stations to manage wait time effectively

• Proactive with incidents and problems, ensuring resolution with Team Members and guests

• Review guest complaints

• Resolve and recover guest complaints to their satisfaction

   

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES—Level 4:

• Must perform all duties and responsibilities of Levels 1, 2 & 3

• Must be able to work the sunrise shift as their primary shift

• Must be able to complete the Night Audit Checklist and all the technical components associated

• Must be able to complete the nightly Flash Report

• Must have knowledge of Office Products:  Outlook, Word, and Excel

• Must be able to work independently with little to no supervision

• Must be able to walk a guest to an off-site property if needed due to an overbook status

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES—SUPERVISOR:

• Provide extraordinary levels of guest service for Front Office Services

• Knowledge of every Front Office Position and is prepared to answer any Team Member’s questions concerning their job

• Coordinate job activities with Housekeeping and Casino Marketing to oversee timely guest check-in/out, ensuring 100% guest satisfaction

• Assign and oversee the duties of the guest service agents

• Create a weekly schedule 

• Facilitate guest check-in and checkout in satellite areas away from the main front desk, such as Self-Check-In, VIP Welcome, and Concierge

• Coordinate VIP arrivals, ensuring all arrangements have been made prior to arrival

• Resolve guest problems/complaints in an effective, friendly, courteous, and professional manner to ensure guest satisfaction

• Responsible for or actively participates in the initiation of personnel actions, including but not limited to interviews, training, candidate selection, terminations, performance reviews, promotions, transfers, and disciplinary actions

• Exhibit sound decision-making with an emphasis on motivating the team and maintaining high morale

• Provide continuous positive coaching for the development of Team Members and appropriate corrective action when necessary

• Maintain knowledge of the hotel, community, and special events to provide guests with needed information accurately

• Process discrepancy reports, rate variations, and credit reports 

• Coordinate package coupons with the marketing department

• Supervise the day-to-day activities of the Front Desk

• Ensure all Front Desk Clerks meet service standards

• Troubleshoot all in-room movie/phone/billing problems

• Cancel room reservation according to established procedures

• Maintain supplies and inventory

• Perform other tasks as assigned by the supervisor or manager

• Adhere to regulatory, company, and department policies/procedures in an ethical manner

• Establish and endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision, and Values 

MINIMUM QUALIFICATIONS:

• A high school diploma or GED is required 

• An associate's degree from an accredited educational institution or related field is preferred

• One year of experience in a Front Desk is preferred

1. Must demonstrate the following essential knowledge and skills:

2. Must be able to lead and motivate others effectively

3. Ability to remain alert throughout the shift and remain calm during emergencies

4. Excellent interpersonal skills

5. Excellent oral and written communication skills

6. Strong interpersonal skills 

7. Proficient in the use of Windows-based office software, including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook

8. Documented teamwork behaviors and attitudes

9. Self-starter; must work without close supervision

10. Ability to handle multiple priorities in a fast-paced environment

11. *Knowledge of LMS and Kronos

12. *Knowledge of Harrah's employment policies

 *Not required at time of hire; may be learned in the probationary period agreed upon at the time of hire

PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:

1. Must be able to stoop, bend, reach, kneel, twist, and grip items

2. Must be able to respond to visual and aural cues

3. Must be able to read, write, speak, and understand English

4. Must be able to work in a small, shared office space 

5. Must be able to lift up to 25 pounds and carry 5 pounds

6. Must be able to be on feet for an 8-hour shift

7. Must be physically mobile with reasonable accommodations

8. Must be able to operate in mentally and physically stressful situations

9. Must have manual dexterity and coordination to operate office equipment, computers, fax machines, and photocopiers

10. Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality, including secondhand smoke

11. Must be able to work a flexible schedule, including weekends, evenings, and holidays

This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job.  Harrah’s Cherokee Casino Resort reserves the right to change the above job description whenever necessary.      6.13.25