• Front Desk Clerk

    Posted Date 3 weeks ago(11/27/2018 12:46 PM)
    # of Openings
    1
    Category
    Hotel
    Compensation
    USD $11.00/Hr.
    Type
    Full-Time
  • Overview

    The Front Desk Clerk is dedicated to serving the guests of Rolling Hills Casino as the first point of contact in person or by phone as the PBX Operator.

    Responsibilities

    FRONT DESK CLERK:

    • Demonstrates exceptional interpersonal and guest services skills
    • Serves as the first point of contact to Hotel and RV guests.  Greets registers and assigns rooms and spaces to guests.
    • Provides an overview of guest services upon check-in.
    • Issues room keys.
    • Ensures accurate/adequate documentation/information to meet guest’s requests.
    • Effectively resolves guest complaints with understanding and compassion.
    • Monitors availability and maintains guest accounts.  Posts charges to guest accounts such as food, liquor or telephone charges.
    • Processes reservations in a timely manner to guarantee proper handling of all reservations.  Makes special note of guest requests to guarantee guest satisfaction.
    • Handles stressful situations and is able to  make informed and efficient decisions
    • Answers inquires pertaining to Rolling Hills Casino amenities, services, dining and entertainment
    • Understands room types.
    • Checks-in/checks-out guests in the VIZ 1 Reservation System
    • Computes guest invoices, collects payments and accurately reconciles daily cash flow during shift in accordance with policies and procedures
    • Understands all safety and emergency procedures.  Follows accident prevention policies.
    • Maintains effective and efficient communication relationships with various departments.
    • Maintains the cleanliness and neatness of the front desk and surrounding back area.
    • Available to work all shifts as required by business needs, including potential overtime.
    • Answers incoming calls and transfers to appropriate departments.
    • Performs a variety of clerical duties and projects.
    • Oversees showers, doggy daycare and other amenities in Traveler’s Center
    • Light laundry and general housekeeping in the Traveler’s center
    • Other duties as assigned.

    PBX OPERATOR:

    • Answers and routes all incoming calls on PBX telephone console including making reservations for Hotels, RV park and Stay & Play packages
    • Makes emergency calls or other calls if needed.
    • Recognizes/understands the meaning of all beeps, tones, rings, alarms and warning lights on PBX telephone console
    • Ability to up-sell all Rolling Hills Casino Amenities (Golf, Timbers, Events, Equine. Center, etc.)
    • Knowledge of promotions, menus and ALL events  within the casino
    • Effectively and efficiently use VIZ 1 to input all reservations
    • Ability to multi task and answer multiple lines
    • Friendly, courteous and professional service at all times

    Qualifications

    Supervisory Responsibilities

    This job does not have supervisory responsibilities.

     

    Requirements:

    • Minimum 21 years of age
    • Provide high quality customer service and hospitality in the execution of tasks and responsibilities by ensuring a consistent, professional, courteous, friendly efficient service

     

    Qualifications

    Demonstrate excellent interpersonal, problem solving, and customer service skills.  Ability to deal effectively with people and to handle problems calmy and efficiently.  Ability to work under team management approach and also to work efficiently without direct supervision.  Ability to hear well and speak clearly.  Must be willing to work any shift and weekends.  The ability to speak a second language a plus.  Pleasant telephone voice and manner required. Reliability required.

     

    Education and/or Experience

    High School Diploma or General Education Degree (GED),   experience in customer service and use of multi -line/telephone operation.  Thorough knowledge of telephone equipment and its operation.  Must have strong computer aptitude. 

     

    Language Skills

    Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to internal and external customers.

     

    Mathematical Skills

    Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

     

    Reasoning Ability

    Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

     

    Certificates, Licenses, Registrations

    Gaming license issued by the Paskenta Gaming Commission.

     

    Physical Demands

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand and talk or hear.  The employee is occasionally required to use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 30 pounds.  Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.

     

    Work Environment

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, high precarious places. The noise level in the work environment is usually loud. The employee is regularly exposed to tobacco smoke.

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    Duties, responsibilities, requirements, and expectations that pertain to this job are subject to change as needed.

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