LEAD FRONT DESK CLERK

Requisition ID
2017-29327
Ogle Haus Inn - - Florence, IN
Category
Hotel
Position Type
Full-Time

Be the Best You

Pinnacle Entertainment (PNK) is a dynamic and growing casino entertainment company with more than 15,000 team members working at 16 casinos and racetracks located in Colorado, Indiana, Iowa, Louisiana, Mississippi, Missouri, Pennsylvania, Nevada and Ohio - and PNK has a management contract for Retama Park Racetrack outside of San Antonio, Texas.

At PNK, we are guided by our team member promise - Be the Best You. Through this promise we strive to support our team members in living their best lives by offering them challenging and rewarding work, a competitive benefits package and opportunities to build lasting relationships.

Overview

The incumbent is responsible for providing superior service to both internal and external guests. This position is responsible for maintaining an efficient and effective hotel operations work group via direction from the Assistant Front Desk Managers at Belterra Casino Resort. This position is responsible for providing training, assistance, and on-the-job work direction to the Front Desk Clerks, Guest Room Attendants, Laundry Room Attendants and Engineers at Ogle Haus to ensure accurate and courteous room registration/check-outs with exceptional room cleanliness and property maintenance. Provides general leadership and work direction of department team members, including but not limited to:

 

  1. Organizing and assigning work
  2. Prioritizing workload and assignments to ensure orderly and efficient completion by department team members
  3. Directing department team members in the successful completion of assigned work
  4. Enforcement of department and company policies
  5. Instructing and training department team members in the successful performance of their duties
  6. Other leadership and work direction duties as assigned by Management. 

 

Lead Persons do not perform managerial tasks such as performance reviews, hiring or terminations; although they may provide input to management regarding such matters.

Responsibilities

(The following statements are intended as general illustrations of the work in this job class and are not all inclusive for specific positions.)

 

  1. Provides superior guest service, positively affects interactions with guests and team members, and has the resiliency to deal with difficult guests in all types of business conditions and the ability to work harmoniously with team members.
  2. Possesses complete knowledge of Hotel Front Desk and Housekeeping/Laundry procedures and policies and assures their accurate execution.
  3. Distributes shift work among all Ogle Haus team members and assures the timely completion of work.
  4. Handles guest complaints and rooming issues. Performs in a proactive manner and resolves all issues in a timely manner. Acts as an ambassador ensuring and monitoring that all Ogle Haus team member communications are positive and ensures return guests.
  5. Assists in the on-going training and development of team members.
  6. Oversees the handling of guest accounts including declined credit cards and non-zero balances. Acts as a billing agent for all charges posted through those accounts. Assures the proper handling of guest related services such as faxes and posting of charges to rooms.
  7. Provides accurate information on property along with property events and promotions to internal and external guests.
  8. Complete daily Leadership checklist and follow up on all email and phone inquiries throughout the day.
  9. Oversee the operations of the hotel as Manager on Duty in the absence of Assistant Front Desk Managers or Hotel Front Office Manager.
  10. Handle complex guest service situations such as room moves and unassigned reservations, act as communication center between guests and various internal departments to ensure guest satisfaction.
  11. Ensures that the Front Desk is turned over to the oncoming shift in an efficient and orderly manner.
  12. Bank out Agents and verify accuracy of Front Desk Clerks’ banks and audit.
  13. Perform as a Front Desk Clerk when necessary.
  14. Perform observations and discuss performance with team members.
  15. Perform other duties as assigned by management.
  16. Ability to use all equipment associated with the position including but not limited to keyboards, telephones, fax machines, copiers, printers and key encoders.
  17. Ability to use a computer effectively to access, understand and input guest information.
  18. Ability to effectively communicate in English with guests and all levels of team members.
  19. Ability to observe and direct actions of subordinates.
  20. This position requires the incumbent to stand for the majority of an eight-hour shift.
  21. Complete working knowledge of Front Desk Clerk’s duties required.
  22. Excellent written and verbal communications skills.
  23. Ability to effectively and efficiently move around work area.
  24. This position is at times subject to crowds, noise and smoke, the severity of which depends upon guest volume.

Qualifications

WORKING CONDITIONS/ESSENTIAL FUNCTIONS

 

  • Ability to use all equipment associated with the position, including, but not limited to, keyboards, telephones, fax machines, copiers and printers.
  • Ability to communicate effectively at all times with Pinnacle Entertainment, Inc.’s customers, as well as all levels of employees.
  • Ability to move around the service desk effectively, pull up portfolios, reach across counter for customer transactions and retrieve and replace safety deposit boxes as needed.
  • Ability to effectively use a computer to access, understand and input customer information.
  • This position is, at times, subject to crowds and noise the severity of which depends upon customer volume.
  • Ability to use AS/400 hotel computer system, adding machine, credit card machine.
  • Must be flexible to work varying shifts and time schedules as needed.

 

JOB QUALIFICATIONS

 

  • Effective communication skills.
  • Must be able to obtain and maintain all licenses/certifications per Federal, State, and Gaming
  • Must successfully pass background check.
  • Must successfully pass an alcohol and drug screening.
  • Must be 21 years of age

 

The skills and abilities necessary for this position are typically acquired through the completion of a high school education or equivalent, in addition to 1 year related experience.

 

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