Summary
The Front Desk Clerk is dedicated to serving the guests of Rolling Hills Casino as the first point of contact in person or by phone as the PBX Operator. Provides friendly, courteous and professional service at all times.
Essential Duties and Responsibilities include the following:
FRONT DESK CLERK:
Demonstrates exceptional interpersonal and guest services skills Serves as the first point of contact to Hotel and RV guests. Greets registers and assigns rooms and spaces to guests. Provides an overview of guest services upon check-in. Issues room keys. Ensures accurate/adequate documentation/information to meet guests requests. Effectively resolves guest complaints with understanding and compassion. Monitors availability and maintains guest accounts. Posts charges to guest accounts such as food, liquor or telephone charges. Processes reservations in a timely manner to guarantee proper handling of all reservations. Makes special note of guest requests to guarantee guest satisfaction. Handles stressful situations and is able to make informed and efficient decisions Answers inquires pertaining to Rolling Hills Casino amenities, services, dining and entertainment Understands room types. Checks-in/checks-out guests in the VIZ 1 Reservation System Computes guest invoices, collects payments and accurately reconciles daily cash flow during shift in accordance with policies and procedures Understands all safety and emergency procedures. Follows accident prevention policies. Maintains effective and efficient communication relationships with various departments. Maintains the cleanliness and neatness of the front desk and surrounding back area. Available to work all shifts as required by business needs, including potential overtime. Answers incoming calls and transfers to appropriate departments. Performs a variety of clerical duties and projects. Occasionally asked to help the housekeeping department. Oversees showers, doggy daycare and other amenities. Light laundry and general housekeeping. Knowledge of Rolling Hills Casino Resort promotions, menus and events. Other duties as assigned.
PBX OPERATOR:
Answers and routes all incoming calls on PBX telephone console including making reservations for Hotels, RV park and Stay & Play packages Makes emergency calls or other calls if needed. Recognizes/understands the meaning of all beeps, tones, rings, alarms and warning lights on PBX telephone console Ability to up-sell all Rolling Hills Casino Amenities (Golf, Timbers, Events, Equine. Center, etc.) Knowledge of promotions, menus and ALL events within the casino Effectively and efficiently use VIZ 1 to input all reservations Ability to multi task and answer multiple lines Friendly, courteous and professional service at all times
Supervisory Responsibilities
This job does not have supervisory responsibilities.
Requirements:
Minimum 21 years of age
Qualifications
Demonstrate excellent interpersonal, problem solving, and customer service skills. Ability to deal effectively with people and to handle problems calmy and efficiently. Ability to work under team management approach and also to work efficiently without direct supervision. Ability to hear well and speak clearly. Must be willing to work any shift and weekends. The ability to speak a second language a plus. Pleasant telephone voice and manner required. Reliability required. Must provide high quality customer service and hospitality in the execution of tasks and responsibilities by ensuring a consistent, professional, courteous, friendly efficient service.
Education and/or Experience
High School Diploma or General Education Degree (GED), experience in customer service and knowledge of telephone equipment and its operation. Strong computer / keyboarding skills and aptitude desired.
Language Skills
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to internal and external customers.
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to work under pressure. Ability to work alone or in a team.
Certificates, Licenses, Registrations
Gaming license issued by the Paskenta Gaming Commission.
Physical Demands
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. While performing the duties of this job, the employee is regularly required to stand and talk or hear. The employee is occasionally required to use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, high precarious places. The noise level in the work environment is usually loud. The employee is regularly exposed to tobacco smoke.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Duties, responsibilities, requirements, and expectations that pertain to this job are subject to change as needed.