Job Description

Job Description

Job Description

JOB DESCRIPTION

Position Title: Front Desk Clerk

Department: Route 66 Hotel

Employment Classification: Non- Exempt

Position Summary/General Description:

A Front Desk Clerk facilitates the guest service experience at the front desk ensuring first class service and accommodations.

Expectations:

• Adhere to Laguna Development Corporation (LDC) Core Values, Policies & Procedures.
• Act as a role model within and outside the casino.
• Maintain a positive and respectful attitude toward customers and co-workers.
• Consistently report to work on time prepared to perform duties of position.

Essential Duties & Responsibilities:

• Perform front desk related duties including, but not limited to: processing room reservations; checking-in/out guests; assigning rooms; posting charges to guest accounts and making corrections/adjustments as needed with supervisor approval; handling guest requests, complaints and service recovery issues promptly and professionally; cashiering in accordance with LDC cashiering procedures which comply with accounting standards; and informing guests of casino activities.
• Welcome guests and offer a variety of services to accommodate the guests.
• At all times be friendly, efficient and professional; promote positive guest and employee relations; and provide exceptional guest service with a SMILE.
• Build relationships and loyalty with guests through sincere and meaningful interactions both in person and on the phone (e.g., learn guests’ names and preferences; connect with them individually and professionally; smile; make eye contact and verbally greet guests.
• Be a team player (e.g., work toward team goals and foster a collaborative and positive work environment; put the team first; assist coworkers; treat all coworkers with kindness, courtesy and respect; never engage in negativity; maintain openness to coaching, learning and improving; receptive to change and willingness to embrace challenges with team-spirit).

• Develop a thorough knowledge of services, room locations, amenities, surroundings (e.g., gift shop, restaurants, theater, etc.), providing accurate directions, and information for guest inquiries about promotions and special events.

• At all times maintain a courteous, positive and professional working relationship with all LDC personnel and the general public (e.g., coworkers, clients and vendors).

• Work under pressure; maintain regular and punctual attendance including working odd and unusual hours, weekends and holidays.

• Stay informed of all hotel related statistics including room rates, package specials, occupancy, group business and casino events.
• Communicate, on a daily basis, with front desk team members and the housekeeping department to stay informed on all guest related issues.
• Sell rooms as needed at front desk to reach occupancy goals using yield management.
• Adhere to all administrative policies (LDC Policy & Procedure Manual and departmental procedures), safety rules and health regulations.
• Follow standards and procedures to ensure the highest level of guest service.
• Maintain strong knowledge of the hotel property management system and how to use the system to maximize hotel revenues.
• Utilize approved ways of improving guest satisfaction and work applications.
• Communicate with area hotels to establish occupancy, rates and up-selling opportunities.
• Review and audit all shift work completed at front desk.
• Maintain confidentiality when handling sensitive information.
• Maintain a clean, safe, hazard-free work environment within areas of responsibility.
• Participate in Laguna Development Corporation meetings and events as scheduled.
• Cooperate with the TGRA to ensure compliance with all rules and regulations established within the gaming operation.
• Request supervisor assistance when needed.
• Perform additional duties and responsibilities as necessary or assigned.

Education & Experience:

• High School Diploma or GED Certification preferred.
• Must have relevant work experience.
• Must have two years of relevant experience in a guest service or related field, preferably in the hospitality, hotel or casino industry.

Licensing & Certification:

• None.

Computer Equipment, Software, Machinery:

• Proficient in basic computer skills (e.g., Word, Excel, PowerPoint, Outlook).
• Proficient with basic office equipment (e.g., computer, photocopying and faxing).
• Knowledge of Agilysys-V1 and Versa, Assa Abloy- Vision Line and Super Play Mate.

Essential Physical Requirements:

• Requires the ability to hear, stand, talk, turn/twist, walk and repetitively use hands 51-100% of the time.
• Requires the ability to bend over, crouch/stoop, kneel and reach overhead 25-50% of the time.
• Requires the ability to balance/climb, crawl and sit 1-24% of the time.
• Requires the ability to push/pull 1-25 lbs. 51-100% of the time; 25-50 lbs. 25-50% of the time; and 50+lbs. 1-24% of the time.
• Requires the ability to carry 1-25 lbs. 51-100% of the time; 25-50 lbs. 25-50% of the time; and 50+lbs. 1-24% of the time.
• Requires the ability lift 1-25 lbs. 51-100% of the time; 25-50 lbs. 25-50% of the time; and 50+lbs. 1-24% of the time.
• Requires the ability to slide/transfer 1-25 lbs. 25-50% of the time and 25-50+ lbs.1-24% of the time.

Essential Mental Demands:

• Requires the ability to solve problems, organize, make decisions, interpret data, read and write 51-100% of the time.
• Requires the ability to plan 25-50% of the time.

Work Environment (inside/outside):

• The job is performed indoors with frequent exposure to cold temperatures and fumes (e.g., cigarette smoke).

Other Requirements:

Must pass a pre-employment alcohol/drug screening.

Job Tags

Full time, Work experience placement, Odd job, Work at office, Shift work, Weekend work, All shifts,

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