Front Desk Clerk

Assists guests with room check in and check out. Secures payment for accommodations and gives proper change when required. Ensures the Front Desk area is clean and orderly.

Qualifications

Education:

High school diploma or the equivalent.

Greets guests in a courteous, friendly manner. Handles check in/check out procedures for each hotel guest.

Handles special requests in a manner that ensures guest satisfaction. Ensures prompt, accurate, and professional service to guests. Identifies and resolves guest concerns. Handles all guest inquiries and complaints efficiently, courteously, and tactfully. Other duties as assigned.

Other:

Ability to read and comprehend instructions and information. Professional personal appearance. Excellent communication skills. Ability to meet company's production and quality standards. May require weekend, night, and early morning work. Must work calmly and under stress when the volume of business increases. Must be able to stand for extended periods of time. Must be able to tolerate areas containing secondary smoke and high noise levels.

Physical Requirements

Specialized Work Experience:

Basic reading, writing, and arithmetic skills required. Must be able to read, understand, and speak fluently in English. This is normally acquired through a high school diploma or equivalent. One year of Hotel Front Desk Services preferred. Must be able to handle multiple tasks and duties simultaneously. Knowledge of Microsoft Office and telephone protocol. Computer literate with emphasis on Word and Excel. Ability to learn new software applications (CMS casino system, IGT Slot system, LMS hotel system). Duties require professional verbal and written communication skills. Position requires attention to detail and excellent organizational skills. Strong interpersonal and communication skills. This is normally acquired through a combination of a high school diploma or equivalent and two to four years of casino guest service experience. Prior cash register and/or cash handling experience preferred. Visibility requires maintaining a professional appearance and providing a positive company image to the public. Excellent communication skills necessary. Must possess excellent listening skills and be able to perform all duties with a sense of urgency. Must be able to maintain a pleasant and professional tone and demeanor during emergency situations.

General Expectations:

Devote himself/herself to ensuring satisfaction to customers. Determine management, production, and quality requirements by asking questions and listening. Attend company meetings as required. Maintain a follow-up system that encourages follow-through with assigned projects. Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals. Review and analyze actions at the end of each day, week, month, and year to determine how to better utilize time and plan more effectively. Understand the terminology of the business and keep abreast of technology changes in products and services. Know and understand the federal, state, and local requirements which govern the company’s business. Follow lawful directions from supervisors. Understand and follow work rules and procedures. Participate in performance management. Interact well with others and be a positive influence on employee morale. Uphold the company’s non-disclosure and confidentiality policies and agreements. Work evening, weekend, and holiday work hours as required.