Hotel Front Desk Clerk

Description

JOB TITLE:  Front Desk Clerk 

ORGANIZATIONAL UNIT:    Grand Casino Hotel and Resort  

SUPERVISOR:  Hotel Front Office Manager 

FLSA:  Non-Exempt

Hourly Rate:  $12.00-$16.50  

ALL FULL TIME POSITIONS:     In addition to your pay, your salary also includes Medical, Dental and Vision Insurance. The Biweekly deduction from employee paycheck is $40.00 for Employee Only, $95.00 Employee plus Children, $120.00 Employee plus Spouse, and $140.00 Employee plus family.  

FUNCTIONS STATEMENT:

Serves customers by providing an efficient customer service experience including fast and accurate check-in and check out, guest requests, and overall guest experience.

MAJOR DUTIES:

• Process all arriving and departing guests exercising principles of aggressive hospitality.
• Accurately performs duties to register guests in hotel rooms.
• Maintains customer records by updating account information.
• Resolves guest problems by clarifying the customer’s complaint; determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution.
• Obtain payment information and ensure that it is properly entered into the Property Management System. (PMS)
• Maintain complete knowledge of:
  • All Casino and Hotel features and services including hours of operation.
  • All room types, numbers, layout, décor, appointments, and locations.
  • All room rates, special packages, and promotions
  • Daily house count and expected arrivals and departures.
  • Room availability status for any given day.
  • Scheduled group activities.
• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
• Set up work station with necessary supplies.
• Accept wake-up calls, distribute guest correspondence, and take messages as necessary.
• Perform bucket checks and resolve any discrepancies.
• Run shift reports, count and secure bank, complete reports, balance receipts, drop receipts.

NOTE: The above duties are intended to describe the general nature of work performed by an employee in this position. These statements are not to be construed as an all-inclusive list of the duties, knowledge, skills, abilities, and other characteristics required of an employee in this position.

Requirements

FACTOR 1: KNOWLEDGE REQUIRED BY THE POSITION

• Knowledge of customers and groups of customers that are established and are a potential marketing target.
• Knowledge of processes of providing on-site coordination with casino staff where needed.
• Knowledge of techniques and methods in preparing and maintaining required documentation for all aspects of a guest stay including check-in, check out, account settlement.
• Knowledge of how to establish suspense files in order to follow up with a statement of appreciation and solicit return visits of customers.
• Knowledge of data management techniques and general knowledge of hotel property management systems.
• Knowledge of the role of an ambassador for the Grand Casino Hotel and Resort.
• Knowledge of rules, regulations, and statutes related to the Indian gaming industry as prescribed by the NIGC, Citizen Potawatomi Nation as they apply to hotel operations.
• Knowledge of basic single entry ledger Accounting.
• Knowledge of standards and requirements of purchasing.
• Knowledge of safety standards as prescribed by the Office of Safety, Health and Occupational Administration (OSHA), and Citizen Potawatomi Nation.
• Knowledge of the current market trends.
• Knowledge of elements in planning and coordinating promotions, loyalty programs, and other related activities.
• Knowledge of arranging for customer accommodations and activities.
• Knowledge of developing strategies to enhance distribution, minimize the cost of supply utilization and minimize inventory investment and storage space while ensuring the availability of high-quality supplies and equipment and the avoidance of shortages.
• Knowledge of computer and Microsoft programs and software.

FACTOR 2: SUPERVISORY CONTROLS

• The incumbent is under the direct supervision of the Front Office Manager, Citizen Potawatomi Nation, Grand Casino Hotel and Resort.
• Supervisor assigns work on information regarding the objectives, priorities, and deadlines, and desired outcomes.
• Incumbent handles all work according to desire outcomes, established policies, and accepted practices.
• The supervisor assigns work in terms of objectives and basic priorities and is available for consultation in resolving complex or controversial issues.
• Incumbent plans and carries out the projects and selects the approaches and methods to be used in solving problems.
• Completed projects are reviewed to determine that objectives and outcomes have been met and are in compliance with policies and regulations.

FACTOR 3: GUIDELINES

• Incumbent uses supervisor’s instructions, personal experience, and employer standard operating procedures, in addition to tourist industry journals, hospitality, food and beverage publications, handbooks, marketing journals, policies, and precedents.
• Guidelines include Citizen Potawatomi Nation Gaming Commission regulations and directives, various National Indian Gaming Commission laws, rules, regulations, manufacturer’s catalogs, handbooks, precedents, and files of previous projects.
• The incumbent implements adaptations in dealing with problems and unusual situations always with the best interests of the Citizen Potawatomi Nation and Grand Casino in mind.

FACTOR 4: COMPLEXITY

• Incumbent takes only the most intensive and complex problems to the Front Office Manager.
• The incumbent is rarely required to depart from past approaches or develop new ones to meet major objectives and projects without compromising prescribed Indian gaming industry principles.

FACTOR 5: SCOPE AND EFFECT 

• The purpose of the work is to identify, develop, and evaluate service information resolving service problems.
• The work affects the bottom line (profit) of the Grand Casino Hotel and Resort and subsequently the reflection upon the image of the Citizen Potawatomi Nation as a successful entrepreneur.

FACTOR 6: PERSONAL CONTACTS

• The ranges of contacts include ordinary citizens who come to enjoy the amenities offered by the property, to International dignitaries in addition to those dignitaries who represent the Citizen Potawatomi Nation, National Indian Gaming Commission, Federal, and State Government, and other Native American Tribes.

FACTOR 7: PURPOSE OF CONTACTS

• The purpose of the contacts is to create a customer in a gaming and hotel environment at the highest possible level of quality within available resources.

FACTOR 8: PHYSICAL DEMANDS

• The incumbent will perform minimal physical efforts such as climbing, lifting, and reaching. The preponderancy of physical exertion will be spent in prolonged periods of time working at the computer and walking from one service area to another.

FACTOR 9: WORK ENVIRONMENT

• The work environment is typical of that in an office setting with a climate-controlled environment in addition to a busy casino with heavy cigarette smoke accompanied by a variety of competing noises and communications in addition to a climate-controlled office environment.