Front Desk Clerk - Devol, OK

SUMMARY · The Front Desk Clerk/Reservationist will represent the hotel to the Guest throughout all stages of the Guest's stay. The position assists with guest inquiries, requests, and needs, prior to, during, and after their stay. The position works closely with all Hotel departm ...

Job description

SUMMARY

The Front Desk Clerk/Reservationist will represent the hotel to the Guest throughout all stages of the Guest's stay. The position assists with guest inquiries, requests, and needs, prior to, during, and after their stay. The position works closely with all Hotel departments to coordinate seamless delivery of guest services. This highly visible front line professional is responsible for creating unique memories, building rapport, and maintaining professional relationships with guests to enhance their overall experience. All duties are to be performed within the guidelines of the organization's policies and procedures, tribal regulations, and all federal/state laws, as needed.

ESSENTIALDUTIES&RESPONSIBILITIES

• All Team Members must embrace and deliver Kiowa's Guest Service Standards to every Guest on every shift, as outlined in Orientation, the Team Member Handbook, SOP's, and any other related training.
• Ensure an exceptional level of service and satisfaction is achieved throughout the properties, exceeding the expectations of external and internal Guests alike in a timely and effective manner.
• Processes reservation cancellations and modifications by mail, telephone, fax, and email or online. In addition, processes any reservations from the casino marketing department
• Checks front office accounting records for accuracy and, on a daily basis, summarizes and compiles information for the hotel's financial records.
• Register Guests and assign rooms. Accommodate special requests whenever possible.
• Assist in pre-registration and blocking of rooms for reservations. Manage all Guest keys for Guest rooms.
• Adhere to proper credit and cash handing policies.
• Understand room status and room status tracking. Knowledge of room types, rates, and location.
• Use suggestive upselling techniques to sell rooms and promote other services of the hotel/casino.
• Answer Guest questions regarding hotel services, charges, dining facilities, casino facilities, and local travel.
• Coordinate room status updates with the housekeeping department, e.g. all check outs, late outs, early check ins, special requests, and day use rooms.
• Answer all telephone calls internally and externally within four rings; transfers calls to the appropriate department or Guest room.
• Processes and verifies advance deposits on reservations are complete
• Process all Guest check-in and check-outs.
• Perform cashiering tasks, e.g. bill/invoice settlement, post charges to Guest Rooms, paid out/refunds, and corrections to Guest accounts.
• Maintain the cleanliness and neatness of the front desk area.
• Verifies all transactions performed at the front desk are supported by documented evidence and signatures as necessary and all have been posted correctly and allocated into the Property Management System (PMS)
• Prints reservations and reports for the next business day
• Runs end of day process in the PMS by following the End of Day/Night Audit Checklist
• Tracks room revenues, occupancy percentages, future room availabilities on the basis of reservations and other front office statistics
• Knowledge of all hotel/casino safety and emergency procedures.
• Maintain a high level of Guest confidentiality.
• Adhere to all regulatory, departmental, and casino policies and procedures, and to the MICS.
• Maintain knowledge of special events, hours of operation, and other pertinent information.
• Perform additional duties or projects, as assigned.

The list of essential job functions is illustrative of the minimums ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all the duties listed as the maximum expectation, nor does it necessarily list all possible duties that may be assigned.

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

LICENSES &CERTIFICATIONS

• • Ability to obtain and maintain Gaming License is required.
• Key positions require knowledge and application of Title 31 reporting requirements.
• Must have the ability to pass comprehensive background check and drug test.

JOBDEMANDS

Physical

The physical demands described here are representative of those that must be met by an employee to successfully perform essential functions of this job.

While performing the job duties, the employee is required to maneuver in all areas of casino and related entity locations when necessary. Ability to talk, hear, stand, sit, walk, climb, balance, stoop, kneel, crouch, and move freely throughout the offices and between buildings or properties for the duration of work hours. Frequently required to use hands to handle or feel objects, tools, or controls, and reach with hands and arms, including lift, carry, push, pull, or move objects, or boxes, up to 35 pounds. Visual acuity to discern and examine text, graphics, color, and symmetry. Speech to communicate clearly, express ideas and convey information in an understandable manner. Ability to hear for listening comprehension and to understand ideas presented through spoken words and sentences. Manual dexterity to operate office equipment and examine documents, records and files. Job may sit, lift, move, carry, and balance heavy objects and involve standing and walking for hours at a time.

Confer with Human Resources for additional information, as needed.

Mental

Social perceptiveness to assess and understand other's reactions and behavior. Critical thinking to use logic and reasoning, to reach conclusions or optional solutions. Comprehension in assessing, analyzing and processing alpha, numeric and visual data, and the ability to accurately formulate or complete required documents. Mental capacity to monitor sometimes complex situations, to make quick decisions, tolerate stress, and/or conduct tasks under critical deadlines. Ability to concentrate on tasks over a period of time without being distracted.

Work Environment

The characteristics of the work environment described here are representative of those an employee encounters while performing the job functions. Work in, or visit offices, casino operations, assigned outlet, hotel, kitchen, meeting space, convention center, gaming floor, motor vehicle, various amenities, and/or additional entity locations, or external environments, as related to business. Environment includes exposure to second-hand smoke, high noise level, bright lights, and sometimes fluctuating temperatures or weather conditions. Must be able to work irregular or additional hours or shifts, including holidays or weekends, as assigned, in order to meet business needs.

Success in this position will require ongoing knowledge and application of the organization's key performance indicators that include but are not limited to interpersonal and communication skills, change management and teamwork, customer service and satisfaction, integrity, and dependability.

The above statements are intended to describe the general nature and level of work being performed. They should not be construed as an exhaustive list of all the essential duties, responsibilities, and requirements of the job. Kiowa Casino and its governing authorities reserve the right to substitute, amend, change, modify or discontinue any or all portions of this job description or job functions.

STATEMENT OF UNDERSTANDING

I have read and understand what is expected of me in this position and agree to perform these responsibilities and duties to the best of my abilities for the compensation provided. I further agree to immediately inform my supervisor(s) when/if my ability to perform is hindered or enhanced in any way.

Conditions of employment with Kiowa Casino include passing a pre-employment drug test, a background investigation to secure a gaming license and successfully completing a three-month introductory period.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, and/or ability required.

EDUCATION&EXPERIENCE

• • High School diploma or GED is required.
• 1-year prior experience in a hospitality environment and working on a computer is preferred.
• Working knowledge of the Gaming Industry and the regulations governing gaming operations preferred.

REQUIREMENTS,SKILLS&ABILITIES

• • Must be at least 21 years of age.
• Regular and reliable attendance.
• Must be able to work in a fast-paced environment.
• Ability to work cooperatively with all departments and all team members.
• Ability to maintain a professional appearance and demeanor.
• Ability to maintain high confidentiality.
• Ability to independently manage multiple tasks in a professional manner.
• Ability to work independently with minimal supervision.
• Ability to prioritize tasks and meet deadlines.
• Ability to follow directions.
• Basic computer and mathematical skills.
• Advanced guest service skills.

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.