Front Desk Clerk Lead

Churchill Downs; Oak Grove (KY); On-site; USD 19,000 - 25,000; Full time

Job summary

Churchill Downs Oak Grove property is seeking a Front Desk Clerk Lead to oversee guest check-in/out, assign rooms, issue keys, and handle guest payments, while supporting the Hotel & Housekeeping Supervisor in daily supervision of the front desk team.

You will train staff, resolve guest concerns quickly, maintain records, and coordinate with maintenance and housekeeping to ensure superior guest service and occupancy performance.

Qualifications

• High School Diploma or equivalent.
• Knowledge of customer service principles.
• Able to obtain and maintain Kentucky gaming license.

Responsibilities

• Greetings, registers, and assigns rooms to hotel guests and issues keys.
• Verifies guest identification and payment method.
• Keeps records of room availability and guests' accounts on computer.
• Computes bills and collects payments; make and confirm reservations.
• Answers calls and routes to proper extension; handles inquiries on services.
• Assists in training and supervising front desk staff on shift; coordinates with housekeeping.
• Resolves guest issues promptly to maintain high guest satisfaction.

Skills

Confidentiality

Interpersonal skills

Communication skills

Attention to detail

Customer focus

Time management

Education

High School Diploma or equivalent

Job description

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Pay Range: 16.00

Oak Grove: Oak Grove Racing, Gaming & Hotel (the “Property”) is a newer facility in a high traffic area in the heart of Oak Grove, Kentucky, and across the street from a large Army post, Ft. Campbell. The Property is 10 miles from Clarksville, TN and less than 60 miles northwest of downtown Nashville, TN.

JOB SUMMARY

The Front Desk Clerk Lead accommodates hotel guests by registering and assigning rooms, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests’ accounts, presenting statements to and collecting payments from departing guests, making and confirming reservations, answering calls and connecting callers to the appropriate extension. The Front Desk Clerk Lead assists the Hotel & Housekeeping Supervisor in day-to-day supervision of the hourly team members as well as training of all new team members.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Greetings, registers, and assigns rooms to hotel guests. Issues room keys to guests.
• Verifies guest identification using Veridocs and establishes how the guest will pay for the accommodation.
• Keeps records of room availability and guests’ accounts on computer.
• Computes bills and collects payments.
• Make and confirm reservations.
• Uses an established system to make Marketing offer reservations.
• Answers calls and routes calls to proper extension.
• Answers concerning inquiries pertaining to hotel services, shopping, dining, entertainment and any other activity connected with the hotel, gaming facility or entertainment complex.
• Advises housekeeping staff when rooms have been vacated and are ready for cleaning.
• Contact housekeeping or maintenance staff when guests report problems.
• Performs simple bookkeeping activities, such as balancing cash accounts.
• Assists the Hotel & Housekeeping Supervisor in creating, developing and implementing an effective strategy of organization for the front office areas of the hotel, ensuring maximum guest service and satisfaction.
• Assists in the management of the room inventory function, to maintain highest possible room occupancy and average daily rate.
• Guides and supports front desk staff employees in daily responsibilities on assigned shift.
• Monitor room blocks in the hotel system to ensure they are handled correctly.
• Trains and directs the workflow and processes of the hotel front desk. Resolves issues/problems, coaches the welcome desk team members to ensure quality operations.
• Resolves guest issues, complaints and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Restocks, cleans and prepares the Hotel Sundry shop to always be guest ready
• Other duties as assigned.

REQUIRED SKILLS AND ABILITIES

• Ability to maintain high levels of confidentiality and integrity.
• Maintain interpersonal working relationships among all Team Members and the public.
• Excellent verbal and written communication skills.
• Willingness to assume overall responsibility relative to the performance of the position
• Must be detail oriented, have a professional attitude, strong organizational and time management skills, and be customer-focused
• Available to work when needed, including weekends, holidays, and nights.
• Works on the floor 90% of the time with a “hands-on” mentality for guest service.
• Self-motivated with attention to detail

EDUCATION AND EXPERIENCE

• High School Diploma or equivalent required.
• Knowledge of principles and processes for providing customer service.
• Able to obtain and maintain a valid Kentucky gaming/racing license

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

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. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit or stand; walk; use hands to finger reach, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee may also be required to lift, push, and pull up to 25lbs. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate to loud. The employee is subjected to circulation throughout the assigned areas, including the smoking area, actively observing players and functioning of machines.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Work With Us

Churchill Downs Incorporated is an inclusive and fun place to work. We celebrate unique approaches and points of view. We believe diversity is a mindset that drives excellence. We’re always learning, evolving and growing. We innovate through mutual respect of ideas and collaboration. This allows us to build a common language that inspires our team members and propels us toward the achievement of our vision.