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

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    "ExternalDescriptionStr": "<p class=\"DefaultText\"><i><span style=\"font-size: 12pt;\"><strong>Harrah’s Cherokee Casino Resort Position Description</strong></span></i></p><p class=\"DefaultText\">&nbsp;</p><p class=\"DefaultText\"><span><strong>POSITION TITLE:&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </strong>Front Desk Clerk&nbsp;</span></p><p class=\"DefaultText\"><span><strong>DIVISION:&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; </strong>Hotel</span></p><p class=\"DefaultText\"><span><strong>DEPARTMENT:&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; </strong>Hotel Front Office, Hotel Tower IV Front Desk</span></p><p class=\"DefaultText\"><span><strong>GRADE/FLSA STATUS:&nbsp; &nbsp; &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </strong>H9 - Non-Exempt&nbsp;</span></p><p class=\"DefaultText\"><span><strong>BADGE TYPE/COLOR:&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </strong>Key--Blue</span></p><p class=\"DefaultText\"><span><strong>REPORTS 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; </strong>Shift Manager, Sunrise Hotel; Supervisor, Front Desk</span></p><p class=\"DefaultText\"><span><strong>SUPERVISES:&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; </strong>N/A</span></p><p class=\"DefaultText\">&nbsp;</p><p class=\"DefaultText\" style=\"margin-left: 2in; text-indent: -2in;\"><span><strong>JOB 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></span></p><p class=\"DefaultText\"><span>Efficiently 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;</span></p><p class=\"DefaultText\">&nbsp;</p><p class=\"DefaultText\"><span><strong>JOB ESSENTIAL DUTIES AND RESPONSIBILITIES—Level 1:</strong></span></p><ul style=\"padding-left: 24px;\"><li><p class=\"DefaultText\"><span>Perform guest registration and room assignments, accommodating special requests whenever possible</span></p></li><li><p class=\"DefaultText\"><span>Pre-register block reservations</span></p></li><li><p class=\"DefaultText\"><span>Anticipate and provide for VIP guest needs in advance of request&nbsp;</span></p></li><li><p class=\"DefaultText\"><a name=\"_Hlk103100943\"><span>Learn and anticipate guest preferences and provide personalized service</span></a></p></li><li><p class=\"DefaultText\"><span>Process same-day reservations and, when needed, future reservations following hotel rate structures and selling strategies</span></p></li><li><p class=\"DefaultText\"><span>Receive hotel front desk calls, dispatch special requests, bell service, valet, and other amenities and services for hotel guests</span></p></li><li><p class=\"DefaultText\"><span>Dispatch internal calls for Team Members and guests</span></p></li><li><p class=\"DefaultText\"><span>Handle guest check-in and checkout in accordance with hotel credit and cash policies in an efficient and friendly manner</span></p></li><li><p class=\"DefaultText\"><span>Process group sales guests</span></p></li><li><p class=\"DefaultText\"><span>Familiar with and execute the billing for multiple group types</span></p></li><li><p class=\"DefaultText\"><span>Comp guest charges using reward credits</span></p></li><li><p class=\"DefaultText\"><span>Request PCW comps from the host team when applicable</span></p></li><li><p class=\"DefaultText\"><span>Responsible for a bank and the fast and accurate billing of guest charges</span></p></li><li><p class=\"DefaultText\"><span>Proactive with incidents and issues, ensuring resolution with Team Members and guests</span></p></li><li><p class=\"DefaultText\"><span>Review guest complaints</span></p></li><li><p class=\"DefaultText\"><span>Resolve and recover guest complaints to their satisfaction&nbsp;</span></p></li><li><p class=\"DefaultText\"><span>Informed about all property and brand events, initiatives, products, and services</span></p></li><li><p class=\"DefaultText\"><span>Assist patrons by providing information about the property, hotel, promotions, events, direct mail offers, and room rates/availability</span></p></li><li><p class=\"DefaultText\"><span>“Suggest” products, services, and experiences to our guests</span></p></li><li><p class=\"DefaultText\"><span>Troubleshoot all in-room movie/phone/billing problems</span></p></li><li><p class=\"DefaultText\"><span>Cancel room reservations according to established procedures for Cherokee &amp; Valley River properties</span></p></li><li><p class=\"DefaultText\"><span>Balance drawer bank daily</span></p></li><li><p class=\"DefaultText\"><span>Display spotlight behaviors and Harrah’s Service Cycle training in every interaction</span></p></li><li><p class=\"DefaultText\"><span>Maintain high standards of courtesy, hospitality, friendliness, and professionalism</span></p></li><li><p class=\"DefaultText\"><span>Adhere to front desk metrics, including average check-in time and check-ins per hour</span></p></li><li><p class=\"DefaultText\"><span>Perform other tasks as assigned by the&nbsp;supervisor, manager, or director</span></p></li><li><p class=\"DefaultText\"><a name=\"_Hlk103101169\"><span>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</span></a></p></li><li><p class=\"DefaultText\"><span>Adhere to regulatory, departmental, and company policies/procedures in an ethical manner</span></p></li><li><p class=\"DefaultText\"><span>Endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and our Mission, Vision, and Values</span></p></li></ul><p class=\"DefaultText\">&nbsp;</p><p class=\"DefaultText\"><a name=\"_Hlk103101191\"><span><strong>JOB ESSENTIAL DUTIES AND RESPONSIBILITIES—Level 2:</strong></span></a></p><ul style=\"padding-left: 24px;\"><li><span>Must perform all duties and responsibilities of a Level 1 Front Desk Agent&nbsp;</span></li><li><span>Assist with pre-keying groups and room tours</span></li><li><span>Pre-key and check-in motorcoach buses and junket tours</span></li><li><span>Sponsor and train new Team Members</span></li><li><span>Stock and inventory kiosk supplies</span></li><li><span>Troubleshoot, diagnose, and repair kiosk errors</span></li><li><span>Assist guests with check-in at satellite locations, including ECIO kiosks, Express Services, and VIP</span></li><li><span>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</span></li><li><span style=\"color: black;\"><span>Assist our very best guests by providing incredible guest service in our VIP welcome area</span></span></li><li><span style=\"color: black;\"><span>Keep the VIP welcome area stocked and clean</span></span></li></ul><p class=\"DefaultText\">&nbsp;</p><p class=\"DefaultText\">&nbsp;</p><p class=\"DefaultText\"><span><strong>JOB ESSENTIAL DUTIES AND RESPONSIBILITIES—Level 3:</strong></span></p><ul style=\"padding-left: 24px;\"><li><p><span>Must perform all duties and responsibilities of a Level 1 &amp; 2 Front Desk Agent&nbsp;</span></p></li><li><p class=\"DefaultText\"><span style=\"color: black;\"><span>Assist with special projects as requested</span></span></p></li><li><p class=\"DefaultText\"><span style=\"color: black;\"><span>Participate in scheduled meetings as requested</span></span></p></li><li><p class=\"DefaultText\"><span style=\"color: black;\"><span>Provide feedback to management as needed</span></span></p></li><li><p class=\"DefaultText\"><span style=\"color: black;\"><span>Expedite various reports based on given time parameters and accuracy</span></span></p></li><li><p class=\"DefaultText\"><span style=\"color: black;\"><span>Constantly monitor staff performance in all phases of service and job functions&nbsp;</span></span></p></li><li><p class=\"DefaultText\"><span style=\"color: black;\"><span>Expedite lines and encourage the use of the ECIO kiosks</span></span></p></li><li><p><span style=\"color: black;\"><span>Provide follow-up phone calls to guest inquiries</span></span></p></li><li><p><span style=\"color: black;\"><span>Provide timely assistance to the front desk agents regarding guest disputes and issues</span></span></p></li><li><p><span style=\"color: black;\"><span>Assign stations to manage wait time effectively</span></span></p></li><li><p class=\"DefaultText\"><span style=\"color: black;\"><span>Proactive with incidents and problems, ensuring resolution with Team Members and guests</span></span></p></li><li><p class=\"DefaultText\"><span style=\"color: black;\"><span>Review guest complaints</span></span></p></li><li><p class=\"DefaultText\"><span style=\"color: black;\"><span>Resolve and recover guest complaints to their satisfaction</span></span></p><p class=\"DefaultText\">&nbsp;</p></li></ul><p class=\"DefaultText\"><span><strong>JOB ESSENTIAL DUTIES AND RESPONSIBILITIES—Level 4:</strong></span></p><ul style=\"padding-left: 24px;\"><li><p><span>Must perform all duties and responsibilities of Levels 1, 2 &amp; 3</span></p></li><li><p><span>Must be able to work the sunrise shift as their primary shift</span></p></li><li><p class=\"DefaultText\"><span style=\"color: black;\"><span>Must be able to complete the Night Audit Checklist and all the technical components associated</span></span></p></li><li><p class=\"DefaultText\"><span style=\"color: black;\"><span>Must be able to complete the nightly Flash Report</span></span></p></li><li><p class=\"DefaultText\"><span style=\"color: black;\"><span>Must have knowledge of Office Products:&nbsp; Outlook, Word, and Excel</span></span></p></li><li><p class=\"DefaultText\"><span style=\"color: black;\"><span>Must be able to work independently with little to no supervision</span></span></p></li><li><p class=\"DefaultText\"><span style=\"color: black;\"><span>Must be able to walk a guest to an off-site property if needed due to an overbook status</span></span></p></li></ul><p class=\"DefaultText\">&nbsp;</p><p class=\"DefaultText\"><span><strong>MINIMUM QUALIFICATIONS:</strong></span></p><ul style=\"padding-left: 24px;\"><li><p class=\"DefaultText\"><span>A high school diploma or GED is required&nbsp;</span></p></li><li><p class=\"DefaultText\"><span><strong>Must demonstrate the following essential knowledge and skills:</strong></span></p></li><li><p class=\"DefaultText\"><span>Excellent interpersonal and communication skills</span></p></li><li><p class=\"DefaultText\"><span>Demonstrated ability to work with Team Members and guests</span></p></li><li><p class=\"DefaultText\"><span>Knowledge of all areas of providing excellent guest service</span></p></li><li><p class=\"DefaultText\"><span>Excellent oral and written communication skills</span></p></li><li><p class=\"DefaultText\"><span>Strong interpersonal skills</span></p></li><li><p class=\"DefaultText\"><span>Proficient in the use of Windows-based office software, including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook</span></p></li><li><p class=\"DefaultText\"><span>Self-starter must work without close supervision</span></p></li><li><p class=\"DefaultText\"><span>Ability to handle multiple priorities in a fast-paced environment</span></p></li><li><p class=\"DefaultText\"><span>Neat, well-groomed appearance with excellent personal hygiene</span></p></li><li><p class=\"DefaultText\"><span>*Knowledge of LMS</span></p></li><li><p class=\"DefaultText\"><span>*Knowledge of CMS&nbsp;</span></p></li><li><p class=\"DefaultText\"><span>*Knowledge of HotSOS</span></p></li><li><p class=\"DefaultText\"><span>*Knowledge of Harrah’s Cherokee Casino employment policies</span></p></li></ul><p class=\"DefaultText\" style=\"margin-left: 1in; text-indent: -0.5in;\"><span><strong>*</strong>Not required at time of hire; may be learned in the&nbsp;probationary period agreed upon at time of hire</span></p><p class=\"DefaultText\" style=\"margin-left: 1in;\">&nbsp;</p><p class=\"DefaultText\"><span><strong>PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:</strong></span></p><ol style=\"padding-left: 24px;\"><li><p class=\"DefaultText\"><span>Must be able to stoop, bend, reach, kneel, twist, and grip items</span></p></li><li><p class=\"DefaultText\"><span>Must be able to respond to visual and aural cues</span></p></li><li><p class=\"DefaultText\"><span>Must be able to read, write, speak, and understand English</span></p></li><li><p class=\"DefaultText\"><span>Must be able to work in a small, shared office space&nbsp;</span></p></li><li><p>Must be able to make rational decisions when handling Team Members and guests&nbsp;</p></li><li><p class=\"DefaultText\"><span>Must be able to operate in mentally and physically stressful situations</span></p></li><li><p class=\"DefaultText\"><span>Must be able to lift 25 pounds and carry 5 pounds</span></p></li><li><p class=\"DefaultText\"><span>Must be physically mobile with reasonable accommodations</span></p></li><li><p class=\"DefaultText\"><span>Must have manual dexterity and coordination to operate office equipment, computers, fax machines, and photocopiers</span></p></li><li><p class=\"DefaultText\"><span>Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibrations, crowds, and air quality, including secondhand smoke</span></p></li><li><p class=\"DefaultText\"><span>Must be able to work a flexible schedule, including weekends, evenings, and holidays</span></p></li></ol><p class=\"DefaultText\">&nbsp;</p><p class=\"DefaultText\">&nbsp;</p><p class=\"DefaultText\">&nbsp;</p><p class=\"DefaultText\"><span style=\"font-size: 8pt;\">This 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>",
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