Title:  Front Desk Clerk Lead

JOB SUMMARY

The Front Desk Clerk Lead accommodates hotel guests by registering and assigning rooms, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests’ accounts, presenting statements to and collecting payments from departing guests, making and confirming reservations, answering PBX calls and connecting callers to the appropriate extension. The Welcome Desk Lead Agent assists the Hotel Manager in day-to-day supervision of the hourly team members as well as training of all new team members.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Greetings, registers, and assigns rooms to hotel guests. Issues room keys to guests.
• Verifies guest identification and establishes how the guest will pay for the accommodation.
• Keeps records of room availability and guests’ accounts on computer.
• Computes bills and collects payments.
• Make and confirm reservations.
• Uses player CMP system to make Marketing offer reservations.
• Answers PBX calls and routes calls to proper extension.
• Answers concerning 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.
• Contact 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.
• Monitor 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.

REQUIRED SKILLS AND ABILITIES

• 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 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 REQUIREMENTS & WORKING CONDITIONS

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 accommodation 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 accommodation 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 circulation throughout the assigned areas, including the smoking area, actively observing players and functioning of machines.