Front Desk Clerk, Sr. - Casino interacts with the customer to ensure that guest check-in, check-out, and billing are carried out efficiently. Answers questions about the facility's policies and services. Being a Front Desk Clerk, Sr. - Casino makes advance reservations and handles special requests. Issues invoices and collects room fees. Additionally, Front Desk Clerk, Sr. - Casino handles or appropriately escalates customer service issues. Performs administrative duties such as answering phones, cleaning work space, and assisting managers and supervisors as needed. Requires a high school diploma or equivalent. Typically reports to a supervisor. The Front Desk Clerk, Sr. - Casino works independently within established procedures associated with the specific job function. Has gained proficiency in multiple competencies relevant to the job. To be a Front Desk Clerk, Sr. - Casino typically requires 3-5 years of related experience. (Copyright 2024 Salary.com)
Description
Ensures guest satisfaction and revenue optimization through check in, check out and attentive coordination of hotel services for the guest. Works to optimize the guest experience while at the hotel and elsewhere by acting pleasant, professional and efficient.
Primary Responsibilities:
Note: Other duties as assigned by supervisor or management
Relationships:
Internal: Engineering: To relay guest needs for service.
Accounting: To seek credit approval for payment processing.
Housekeeping: To verify room availability.
Food and Beverage: To arrange for group functions or guest reservations.
External: Hotel guests: To sell and provide customer service; to resolve problems, to make arrangements.
Valet Service: To provide customer service
Transportation Companies: To arrange guest transportation, Lost Bags, Distressed Passengers
Local Businesses: To reference information for guests, make arrangements for guests, and develop relationships
Requirements
Qualifications:
Education/Experience: Less than high school diploma; or 1-3 months related experience and/or training; or equivalent combination of education and experience.
Certification and/or License Requirement: None.
Skills and Qualities:
Working Conditions:
Physical/Cognitive Activities:
This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.
The major responsibility in this position is to operate at the front desk while providing a variety of hotel services for guests, therefore a significant portion of the workday is spent speaking, listening, and moving about while standing.
The vast majority of time is spent interacting with guests of the hotel, typically while standing up. This person types or uses a keyboard to coordinate hotel services for the guests.
A significant portion of time is spent using the hotel’s computer system for reservations, scheduling or other guest related services.
This position utilizes problem solving and reasoning abilities often. The guest service representative will analyze the short-term and long-term impact of solutions to guest issues and problems and will creatively solve new and unseen problems as they arise.
Reading and writing abilities are utilized often in compiling guest registration information or accounts, and completing cashier reports.
Mathematical abilities, including basic math are utilized when handling departmental monies, guest accounts or the cashier bank.
Organizational Structure:
Reports to: Front Desk Supervisor, General Manager, Assistant General Manager, Front Office Manager or Director of Operations
Job title also known as: Guest Service Representative, Reservations Agent or Guest Service Agent, Front Desk Agent
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