Hollywood Casino Lawrenceburg · 4 days ago
Hotel Front Desk Clerk Lead- Full Time
Lawrenceburg, IN
Full-time
Onsite
Entry, Mid Level
1+ years expHollywood Casino Lawrenceburg is part of PENN Entertainment, a leading provider of integrated entertainment and casino gaming experiences. They are seeking a Hotel Front Desk Clerk Lead who will oversee front desk operations, provide training to team members, and ensure exceptional guest service while managing complex situations and maintaining departmental standards.
Entertainment
Responsibilities
Adheres to all departmental and property policies and procedures regarding guest service standards
Acts as a leader of the department working with and on behalf of the supervisory team; keeps team members and department leaders well-informed regarding hotel operations
Provides training and insight to Front Desk Clerks; distributes shift work to team members as directed
Possesses complete knowledge of Hotel Front Desk policies and procedures and assures their implementation
Responsible for the accurate check-in and check-out of each guest
Handles complex guest service situations such as room moves and unassigned reservations; acts as communication center between guests and various internal departments to ensure guest satisfaction
Ensures that all guest contact is positive, informative, and thorough
Ensures that rooms are clean prior to issuing keys
Responsible for posting charges and settling folios for individuals, groups, and due outs communicated through Housekeeping
Accurately enters all reservations into the computer system according to departmental policy and procedure
Assists the Player Development team with all reservations and requests
Performs group block management, including the entering of room lists, inventory control, coordination of casino reservations, checking resort room arrivals, and maintaining a professional relationship with all departments associated with the resort
Answers phone and assists with clerical tasks
Receives cash, checks, Credit cards, and comps in payment, obtaining proper approval and authorization. - Maintains an operating bank, renders bills and issues change; verifies accuracy of Front Desk Clerks’ banks and Audits
Answers all reservation inquiries according to established guidelines, including assisting guests warranting complimentary accommodations
Ensures the timely delivery of all messages, mail, and packages left for guests and departments within the hotel/casino
Responsible for the control of safe deposit transactions
Works closely with the Executive Hosts to ensure that all complimentary and high-end amenity offerings are provided consistent with the agreed-upon arrangements
Maintains knowledge of casino, hotel, community, and special events in order to provide guests with superior service
Authorized to verify pre-approved room comping levels and to change incorrect information. - Performs as a Front Desk Clerk when necessary
Resolves service issues according to established guidelines and procedures
Performs all other related and compatible duties as assigned
Maintains strict confidentiality in all company matters
Qualification
Required
High School Diploma or equivalent required
Minimum one (1) year of hospitality or Front Desk experience required
Complete working knowledge of Front Desk Clerk's duties required
Must have excellent written and verbal communication skills; must be fluent and literate in English
Ability to maintain a high level of confidentiality and professionalism
Must possess excellent customer service and interpersonal skills
Ability to maintain a high level of energy and take a proactive and strategic approach to dealing with issues
Must have basic math and money handling skills
Demonstrates strong leadership and organizational skills
Ability to interact with guests, staff, and colleagues and resolve problems and conflicts in a diplomatic and tactful manner
Must have the ability to work efficiently in a team-oriented environment
Ability to meet deadlines and effectively manage multiple priorities in a demanding work environment
Ability to work collaboratively and communicate effectively with team members at all levels of the organization
Must be able to work a flexible schedule including nights, weekends, holidays, and fluctuating days off
Preferred
Strong computer skills with proficiency in Microsoft Office applications preferred
Benefits
Day-one medical coverage
401(k) matching
Annual performance bonus
Paid time off
Company
Hollywood Casino Lawrenceburg
HOLLYWOOD CASINO LAWRENCEBURG Hollywood Casino Lawrenceburg, just 20 minutes west of Cincinnati, is the place for you to be treated like a star.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Lee Hemingway
Human Resources Business Partner
Company data provided by crunchbase