Front Office Clerk

Responsibilities:

• Enhances the guest experience by providing exceptional service.

• Responds to inquiries regarding property – i.e. directions to property, players club, entertainment, hours of operation of venues, etc.

• Relays “guest requests” to appropriate staff.

• Enters text messages for guests into the property’s management system as requested; relay guest messages.

• Ensures calls are answered promptly and in accordance to department standards.

• Follows established emergency procedures and acts as a communications link in emergency situations.

• Answers fax and email inquiries.

• Confirms and modify reservations.

• Ensures that proper sales techniques and strategies are utilized to maximize occupancy, rates and revenue.

• Greets, registers, assigns rooms, and issues keys to arriving guests.

• Assists guests in fulfilling their requests – room changes, extra amenities, etc.

• Makes and confirms reservations.

• Posts charges to guest folios.

• Assists guests in resolving complaints.

• Maintains a cash bank, cash checks, issue change.

• Receives cash, checks, and credit cards for payment of services.

• Processes complimentary transactions with supporting documentation.

• Processes and submit end-of-shift reports.

• Contacts Housekeeping and Facilities department when guests report room issues.

• Reviews folios with guest ensuring accuracy; perform checkout.

• Adheres to department and property policies and procedures.

• Offers luggage assistance.

• Completes thorough bucket checks of all arriving, departing, in-house reservations. Corrects mistakes.

• Issues all coupons.

• Maintains knowledge of current marketing promotions and events.

• Maintains knowledge of and sells the Sounds of Your Stay Program (Tracks, Picks, Mix).

Competencies:

• Must project a professional and positive image.

• High energy level.

• Excellent non-verbal communication skills – good posture, able to establish eye contact, and positive body language.

• Must project a professional and positive image.

• Ability to handle and carry out instructions.

• Ability to deal with people in a manner that shows sensitivity, tact, and professionalism.

• Must be able to maintain composure under stress in a fast-paced work environment.

• Must be able to stand for long periods of time.

• Ability to work a flexible schedule.

• Excellent interpersonal and communication skills.

• Must be able to communicate clearly and effectively with all Hard Rockers and guests.

• Ability to understand and promulgate written memos, instructions, regulations.

• Basic reading and math skills.

• Proficiency in typing.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.