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Front Desk Clerk

Company: Laguna Development Corporation
Location: Albuquerque
Posted on: January 15, 2022

Job Description:


Position Summary/General Description:

A Front Desk Clerk facilitates the guest service experience at the front desk ensuring first class service and accommodations.

Expectations:


-Adhere to Laguna Development Corporation (LDC) Core Values, Policies & Procedures.
-Act as a role model within and outside the casino.
-Maintain a positive and respectful attitude toward customers and co-workers.
-Consistently report to work on time prepared to perform duties of position.
Essential Duties & Responsibilities:

-Perform front desk related duties including, but not limited to: processing room reservations; checking-in/out guests; assigning rooms; posting charges to guest accounts and making corrections/adjustments as needed with supervisor approval; handling guest requests, complaints and service recovery issues promptly and professionally; cashiering in accordance with LDC cashiering procedures which comply with accounting standards; and informing guests of casino activities.
-Welcome guests and offer a variety of services to accommodate the guests.
-At all times be friendly, efficient and professional; promote positive guest and employee relations; and provide exceptional guest service with a SMILE.
-Build relationships and loyalty with guests through sincere and meaningful interactions both in person and on the phone (e.g., learn guests' names and preferences; connect with them individually and professionally; smile; make eye contact and verbally greet guests.
-Be a team player (e.g., work toward team goals and foster a collaborative and positive work environment; put the team first; assist coworkers; treat all coworkers with kindness, courtesy and respect; never engage in negativity; maintain openness to coaching, learning and improving; receptive to change and willingness to embrace challenges with team-spirit).
-Develop a thorough knowledge of services, room locations, amenities, surroundings (e.g., gift shop, restaurants, theater, etc.), providing accurate directions, and information for guest inquiries about promotions and special events.
-At all times maintain a courteous, positive and professional working relationship with all LDC personnel and the general public (e.g., coworkers, clients and vendors).
-Work under pressure; maintain regular and punctual attendance including working odd and unusual hours, weekends and holidays.
-Stay informed of all hotel related statistics including room rates, package specials, occupancy, group business and casino events.
-Communicate, on a daily basis, with front desk team members and the housekeeping department to stay informed on all guest related issues.
-Sell rooms as needed at front desk to reach occupancy goals using yield management.
-Adhere to all administrative policies (LDC Policy & Procedure Manual and departmental procedures), safety rules and health regulations.
-Follow standards and procedures to ensure the highest level of guest service.
-Maintain strong knowledge of the hotel property management system and how to use the system to maximize hotel revenues.
-Utilize approved ways of improving guest satisfaction and work applications.
-Communicate with area hotels to establish occupancy, rates and up-selling opportunities.
-Review and audit all shift work completed at front desk.
-Maintain confidentiality when handling sensitive information.
-Maintain a clean, safe, hazard-free work environment within areas of responsibility.
-Participate in Laguna Development Corporation meetings and events as scheduled.
-Cooperate with the TGRA to ensure compliance with all rules and regulations established within the gaming operation.
-Request supervisor assistance when needed.

Perform additional duties and responsibilities as necessary or assigned.

Keywords: Laguna Development Corporation, Albuquerque , Front Desk Clerk, Other , Albuquerque, New Mexico

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