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Harrah’s Cherokee Valley River Casino & Hotel Position Description POSITION TITLE: Front Desk Clerk DIVISION: Hotel DEPARTMENT: Hotel Front Office GRADE/FLSA STATUS: H9 - Non-Exempt BADGE TYPE/COLOR: Key--Blue REPORTS TO…
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Murphy, North Carolina, United States • On-site
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Manage guest check-in and check-out processes while handling inquiries and complaints to ensure maximum guest satisfaction. Perform administrative tasks including room assignments, billing, and coordinating hotel amenities.
A high school diploma or GED is required along with proficiency in Windows-based office software. Candidates must possess strong communication skills and the physical ability to work in a fast-paced hotel environment.
Harrah’s Cherokee Valley River Casino & Hotel Position Description
POSITION TITLE: Front Desk Clerk
DIVISION: Hotel
DEPARTMENT: Hotel Front Office
GRADE/FLSA STATUS: H9 - Non-Exempt
BADGE TYPE/COLOR: Key--Blue
REPORTS TO: Supervisor, Front Desk
SUPERVISES: N/A
JOB SUMMARY:
Efficient check-in/out of guests. Respond to inquiries and complaints efficiently, courteously, and professionally to achieve maximum guest satisfaction while complying with or exceeding all standard operating procedures and service.
JOB ESSENTIAL DUTIES AND RESPONSIBILITIES:
Perform guest registration and room assignments, accommodating special requests whenever possible
Pre-register block reservations
Anticipate and provide for VIP guest needs in advance of request
Learn and anticipate guest preferences and provide personalized service
Process same-day reservations and, when needed, future reservations following hotel rate structures and selling strategies
Receive hotel front desk calls, dispatch special requests, bell service, valet, and other amenities and services for hotel guests
Dispatch internal calls for guests and Team Members
Handle guest check-in and check-out in accordance with hotel credit and cash policies in an efficient and friendly manner
Process junket and motorcoach buses
Process group sales guests
Familiar with and execute the billing for multiple group types
Comp guest charges using reward credits
Request PCW comps from the host team when applicable
Responsible for a bank and the fast and accurate billing of guest charges
Proactive with incidents and issues, ensuring resolution with Team Members and guests
Review guest complaints
Resolve and recover guest complaints to their satisfaction
Informed about all property and brand events, initiatives, products, and services
Assist patrons by providing information about the property, hotel, promotions, events, direct mail offers, and room rates/availability
“Suggest” products, services, and experiences to our guests
Troubleshoot all in-room movie/phone/billing problems
Cancel room reservations according to established procedures for Cherokee & Valley River properties
Display spotlight behaviors and Harrah’s Service Cycle training in every interaction
Maintain high standards of courtesy, hospitality, friendliness, and professionalism
Adhere to front desk metrics, including average check-in time and check-ins per hour
Balance drawer bank daily
Perform other tasks as assigned by supervisor, manager, or director
Facilitate guest check-in and check-out in satellite areas away from the main front desk, such as self-check-in, VIP Welcome, and Concierge
Adhere to regulatory, departmental, and company policies/procedures in an ethical manner
Endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and our Mission, Vision, and Values
JOB ESSENTIAL DUTIES AND RESPONSIBILITIES—Level 2:
JOB ESSENTIAL DUTIES AND RESPONSIBILITIES—Level 3:
Must perform all duties and responsibilities of Level 1 & 2 Front Desk Agent
Assist with special projects as requested
Participate in scheduled meetings as requested
Provide feedback to management as needed
Expedite various reports based on given time parameters and accuracy
Constantly monitor staff performance in all phases of service and job functions
Expedite lines and encourage the use of the ECIO kiosks
Provide follow-up phone calls to guest inquiries
Provide timely assistance to the front desk agents regarding guest disputes and issues
Assign stations to manage wait time effectively
Proactive with incidents and problems, ensuring resolution with Team Members and guests
Review guest complaints
Resolve and recover guest complaints to their satisfaction
JOB ESSENTIAL DUTIES AND RESPONSIBILITIES—Level 4:
Must perform all duties and responsibilities of Levels 1, 2 & 3
Must be able to work the sunrise shift as their primary shift
Must be able to complete the Night Audit Checklist and all the technical components associated
Must be able to complete the nightly Flash Report
Must have knowledge of Office Products: Outlook, Word, and Excel
Must be able to work independently with little to no supervision
Must be able to walk a guest to an off-site property if needed due to an overbook status
MINIMUM QUALIFICATIONS:
A high school diploma or GED is required
Must demonstrate the following essential knowledge and skills:
Excellent interpersonal and communication skills
Demonstrated ability to work with Team Members and guests
Knowledge of all areas of providing excellent guest service
Excellent oral and written communication skills
Strong interpersonal skills
Proficient in the use of Windows-based office software, including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook
Self-starter; must work without close supervision
Ability to handle multiple priorities in a fast-paced environment
Neat, well-groomed appearance with excellent personal hygiene
Knowledge of LMS
Knowledge of CMS
Knowledge of Hot SOS
Knowledge of Harrah’s Cherokee Valley River Casino & Hotel employment policies
Not required at time of hire; may be learned in the probationary period agreed upon at the time of hire
PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:
Must be able to stoop, bend, reach, kneel, twist, and grip items
Must be able to respond to visual and aural cues
Must be able to read, write, speak, and understand English
Must be able to work in a small, shared office space
Must be able to make rational decisions when handling Team Members and guests
Must be able to operate in mentally and physically stressful situations
Must be able to lift 25 pounds and carry 5 pounds
Must be physically mobile with reasonable accommodations
Must be able to operate in mentally and physically stressful situations
Must have manual dexterity and coordination to operate office equipment, computers, fax machines, and photocopiers
Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality, including secondhand smoke
Must be able to work a flexible schedule, including weekends, evenings, and holidays
This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job. Harrah’s Cherokee Valley River Casino & Hotel reserves the right to change the above job description whenever necessary. 5.29.25
An enterprise of the Eastern Band of the Cherokee Nation, Harrah's Cherokee Valley River Casino & Hotel is located in Murphy, North Carolina. We feature 50,000 square feet of gaming space with over 1,000 slots and 70 traditional table games, a five-outlet Food Market and a 300-room, full-service hotel. Know When to Stop Before You Start. ® Gambling Problem? Call 1-800-522-4700. Must be 21 years of age or older to gamble or enter the casino floor.
Offices: 777 Casino Pkwy, Murphy, NC 28906, US
View all jobs at Harrah's Cherokee Valley RiverBased on 890 listings with disclosed salaries, most administrative jobs in North Carolina pay between $45k–$98k per year. Individual offers vary with seniority, company size, and specialization.
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