Front Desk Room Reservation Clerk

Job Title: Front Desk Room Reservation Clerk

Department: Hotel Operations-Player’s Inn

Reports To: Assistant Hotel Manager/Front Desk Manager

FLSA Status: Non-Exempt

Starting Rate: $15.02 per hour

License: Work Permit

Closing Date: Open Until Filled

JOB SUMMARY: Exhibits a friendly, helpful and courteous manner when dealing with our guests and fellow associates. Responsible for performing the functions of the front desk clerk which includes; check-ins, check outs, reservations, answers telephones, provide wake up calls and also provide information to guests on the hotels facilities, functions and locations. The position requires the ability to work flexible hours, be reliable and responsible for scheduled shifts.

ESSENTIAL DUTIES & RESPONSIBILITIES include the following:

• Exhibits a friendly, helpful and courteous manner when dealing with our guests and fellow associates.
• Constantly seeks ways to improve friendly, helpful service and reduce customer wait time to positively impact department’s customer service ratings.
• Professional appearance and demeanor required
• Responsible for registering guests into the computer, verifying reservations, addresses and credit information
• Responsible for the accurate check-in-and check-out of guests. Prepare and complete paperwork necessary for the front desk operation ensuring payment.
• Experience in data entry of hotel software system and dealing with the public is required.
• Ensures that housekeeping cleans all rooms prior to issuing keys.
• Responsible for posting charges, settling accounts for individuals, groups and check-outs communicated through housekeeping.

• Receives cash, credit cards and comps in payment, obtaining proper approval and authorization.
• Maintains an operating bank, renders bills and issues change.
• Provides reservations for Casino/Hotel guests who include restaurants, and special events on property.
• Ensures the timely delivery of all messages, mail and packages left for guest and departments within the Hotel/Casino.
• Works closely with Player Development / Guest Services Department and Hotel Sales and Catering to ensure that all complimentary and high-end amenity offerings are provided consistent with the agreed upon arrangements.
• Empowered to ensure guest’s problems/complaints are resolved in a prompt, courteous and efficient manner using service recovery tools.

• Observes and adheres to Akwesasne Mohawk Casino Safety policies and procedures
• Computer usage skills required. Proficiency in Microsoft Word, Office 97, Outlook, Excel, and LMS system knowledge

• Must be able to work a flexible schedule including nights, weekends and holidays when necessary.

• Perform other duties as assigned by the Front Desk Manager and or Director.

SUPERVISORY RESPONSIBILITIES: This position has no supervisory responsibilities.

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, skill, and/or ability required to successfully complete the essential duties of the position with or without reasonable accommodation. Typing and data entry ability, sitting and telephone use. Computer knowledge, excellent customer service skills. Must be able to work weekends and all shifts.

Minimum qualifications: High school diploma or General Education Diploma (GED)

preferred qualifications: Previous hospitality experience considered an asset.

LANGUAGE SKILLS: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information. French language is considered an asset.

MATHEMATICAL SKILLS: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area circumference, and volume.

REASONING ABILITY: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job with or without reasonable accommodation. This position requires climbing, balancing, standing, keyboarding, talking, hearing, repetitive motions and exerting up to 25 pounds of force occasionally to lift carry, push, pull or otherwise move objects.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job with or without reasonable accommodation. The position exists in a casino environment where there is regular and frequent exposure to noise and cigarette smoke from the casino floor.

CERTIFICATES, LICENSES, REGISTRATIONS: Must obtain and maintain a St. Regis Mohawk Tribal Work Permit. This will requires a background check to be used solely for employment purposes. Successful candidates for employment must submit to and pass a drug test for illegal substances prior to employment being confirmed. In case of a positive result, the candidate is not eligible for employment with the Akwesasne Mohawk Resort. Employment will not begin until process is complete.

“The Mohawk Gaming Enterprise is an Equal Employment Opportunity Employer.”