Hotel Front Desk Clrk Lead

SPECIFIC DUTIES AND RESPONSIBILITIES

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job with or without reasonable accommodations.  This list of duties and responsibilities is not intended to be all-inclusive, but a general illustration.  It may be expanded to include other duties and responsibilities deemed necessary.

• Greets, registers, and assigns rooms to hotel guests. Issues room keys to guests.
• Verifies guest identification and establishes how the guest will pay for the accommodations.
• Keeps records of room availability and guests’ accounts on computer.
• Computes bills and collects payments.
• Makes and confirms reservations.
• Uses player CMP system to make Marketing offer reservations.
• Answers PBX calls and routes calls to proper extension.
• Answers inquiries pertaining to hotel services, shopping, dining, entertainment and any other activity connected with the hotel, casino or entertainment complex.
• Advises housekeeping staff when rooms have been vacated and are ready for cleaning.
• Contacts housekeeping or maintenance staff when guests report problems.
• Performs simple bookkeeping activities, such as balancing cash accounts.
• Assists the Hotel Manager in creating, developing and implementing an effective strategy of organization for the front office areas of the hotel, ensuring maximum guest service and satisfaction.
• Assists in the management of the room inventory function, to maintain highest possible room occupancy and average daily rate.
• Guides and supports front office (welcome desk) and guest amenity area employees in daily responsibilities on assigned shift.
• Monitors room blocks in the hotel system to ensure they are handled correctly. 
• Trains and directs the workflow and processes of the welcome desk. Resolves issues/problems, coaches, and counsels the welcome desk team members to ensure quality operations.
• Resolves guest issues, complaints and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Other duties as assigned.

STANDARDS OF PERFORMANCE

• Ability to maintain high levels of confidentiality and integrity.
• Maintain interpersonal working relationships among all Team Members and the public.
• Excellent verbal and written communication skills.
• Willingness to assume overall responsibility relative to the performance of the position
• Must be detail oriented, have a professional attitude, strong organizational and time management skills, and be customer-focused
• Available to work when needed, including weekends, holidays, and nights.
• Works on the floor 90% of the time with a “hands-on” mentality for guest service.
• Self-motivated with attention to detail

EDUCATION, TRAINING, AND EXPERIENCE

• High School Diploma or equivalent required.
• Knowledge of principles and processes for providing customer service.
• Able to obtain and maintain a valid Kentucky gaming/racing license

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to sit or stand; walk; use hands to finger reach, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.  The employee may also be required to lift, push, and pull up to 25lbs.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate to loud. The employee is subjected to circulate throughout the assigned areas, including the smoking area, actively observing players and functioning of machines.