Hotel Front Desk Clerk FT

Kickapoo Lucky Eagle Casino · Hotel; Eagle Pass (TX); On-site; USD 19,000 - 25,000; Full time

Job summary

Kickapoo Lucky Eagle Casino · Hotel is seeking a Front Desk Guest Services Associate to greet guests, manage check-ins/outs, and provide prompt, courteous service at the lobby desk.

The role requires strong customer service, excellent English communication, and basic data entry skills; Spanish language ability is a plus. You will coordinate reservations, answer questions about facilities, and help ensure guest satisfaction across shifts.

Qualifications

• Must have strong customer service skills.
• Must have excellent communication skills and ability to build strong relations with guests.
• Must be familiar with software and data entry applications.
• Prior cash handling experience preferred
• Strong communication skills in English both written and oral; Spanish or other languages a plus.

Responsibilities

• Greet and assist guests during arrivals and departures; check-in and check-out.
• Handle guest requests, reservations, and inquiries with prompt, courteous service.
• Maintain front desk, lobby, and back office areas to ensure cleanliness and readiness.
• Process cash, credit card transactions, and balance house bank accurately.
• Answer phones, make reservations, and provide information on hotel facilities and local area.

Skills

Customer service

Communication skills

Cash handling

Data entry

Spanish (plus)

Job description

Job Summary

Greets and assists with guest arrivals and departures by handling guest check-ins and check-outs while providing prompt and courteous service, including receiving telephone calls, guest requests, guest reservations, while ensuring complete guest satisfaction.

Reports To

FOM/AFOM/FOS

Essential Functions

• Ensure compliance with the applicable Tribal, Federal and other laws and gaming regulations and Kickapoo Lucky Eagle policies and procedures.
• Ensure the highest possible standards of guest services by properly listening and responding to guest and team members' concerns and questions.
• Ensures complete guest satisfaction.
• Complete and close out guest registration process.
• Assigns guests rooms based on preferences and availability.
• Handle cash, credit card processing and accurately carry and balance assigned house bank.
• Utilize computer applications daily to track and record information.
• Handling guest concerns in a tactful manner and achieving resolution.
• Answers questions regarding the hotel's facilities and services.
• Answering telephones and booking reservations and responding to guest inquiries
• Recommending local area restaurants, points of interest, or needs for transportation.
• Maintaining cleanliness of front desk, lobby, and back office.
• Following up with Guest complaints and other requests.
• Assists in training efforts of new staff.
• Interacting with other departments and employees to ensure a good working relationship or for guest needs.
• Understands all Emergency procedures for incidents, accidents, fire, safety, or criminal activity.
• Follow quality standards and service
• Must be able to work all shifts or varying schedules to support business needs.
• Ensures Security for the hotel's customers, employees, and property assets.
• Demonstrate and promote KLECH core values and MAD skills
• Manage and maintain security of confidential information entrusted to position.
• Attend and satisfactorily complete all required training as assigned.
• Monitor compliance with Federal currency transaction reporting requirements, Title 31 requirements and IRS Currency Transaction Reports and property established Anti-Money Laundering policies. Maintain accurate MTL, MIL, CTR and SAR as needed.
• The essential functions listed above are not an all-inclusive list but rather a general representation of the duties and responsibilities pertinent to this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the Director.
• Perform other duties as assigned.

Minimum Requirements To Qualifications

• Must have strong customer service skills.
• Must have excellent communication skills and ability to build strong relations with guests.
• Must be familiar with software and data entry applications.
• Prior cash handling experience preferred
• Strong communication skills in English both written and oral. Spanish or other language skills a plus.

Other Criteria

Qualified Kickapoo Traditional Tribe of Texas Members and qualified Native American preference is observed.

Skills And Abilities

• Ability to work independently with minimal supervision.
• Ability to maintain effective relationships with the General Manager, Directors, Managers and all staff.
• Ability to work under pressure in a fast paced, stressful environment.
• Ability to meet multiple deadlines and multi-task.
• Ability to have strong critical thinking, analytical and guest service skills.
• Must possess a positive attitude with strong organizational and leadership qualities.
• Ability to add, subtract, multiply and divide in all units of measure.
• Ability to define problems, collect data, establish facts and draw conclusions.
• Ability to understand complex instructions and material.
• Ability to establish and maintain professional relationships with individuals of varying social and cultural backgrounds and with co-workers of all levels.
• Ability to work effectively with individuals and demonstrate leadership and team building skills with empathy and enthusiasm.
• Ability to maintain confidentiality.
• Ability to follow and comply with established Casino guest service programs.

Physical Demands

• While performing the duties of this position, the team member is regularly required to stand, sit, walk, push, pull, bend for extended periods; reach with hands and arms; talk and listen on a regular basis.
• The team member must be able to concentrate for prolonged periods.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision and depth perception.
• The team member must be able to communicate effectively in person or using telecommunications equipment.
• The team member must have the hand-eye coordination and manual dexterity to operate a keyboard, touch-screen display, telephone and calculator.
• Frequently lift and/or move up to 30 lbs.

Work Environment

• Normal office setting and casino floor.
• Frequent walking and standing in a smoke filled environment and frequent contact with the general public.
• Temperature controlled environment with varying noise levels. May be exposed to high levels of noise throughout the day.
• Extended hours and irregular shifts may be required including nights, weekends and holidays.
• Must be able to perform under pressure and work long hours under stressful conditions.
• May be exposed to the risks associated in attempting to resolve issues with difficult guests and extremely irate staff members.
• May be exposed to various types of lighting including, but not limited to: artificial fluorescent lights, flashing lights, strobe lights, multiple colored lights, etc.
• Travel may be required to perform one or more essential functions of this position.

Conditions Of Employment

• Must be able to obtain and retain a KTTT Gaming Commission License, including successful completion of background check necessary to obtain and maintain license. Responsible to keep all documents current and valid at all times.
• Must be able to provide authorization to work in the United States.
• Must be at least 18 years of age.
• Must have access to reliable transportation to commute to and from work.
• Must comply with KLEC handbook, internal policy and procedures, and gaming regulations set within KLEC.