FRONT DESK AGENT

The Front Desk Clerk is responsible for effectively managing incoming calls and transferring calls to appropriate departments when needed. This position will serve as liaison between the guests and every department at DraftKings at Casino Queen. When needed the Front Desk Clerk will assist the front desk with guest check-in and check-out, auditing and posting of daily transactions, reconciling accounts, and respond to all guest requests. Your duties include but are not limited to, effectively communicate with team members regarding operational tasks/events, answering phones in a courteous and timely manner, create and update reservations for Hotel and RV Park, review guest payments, deliver exceptional customer service to our internal and external guests, etc. 

ESSENTIAL FUNCTIONS (The following statements are intended as general illustrations of the work in this job class and are not all-inclusive to this position.)

• Participate regularly in departmental and company meetings

• Greet guests immediately with a friendly and sincere welcome.
• Answer phones within 3 rings while following the company phone script. 
• Accurately take messages for guest and initiate actions as needed. 
• Accurately check guests in and out of the hotel and RV park by following company procedure standards.
• Ensure proper ID and a form of payment is obtained during guest check in.
• Select a room in accordance with hotel availability and guests’ request.
• Create and update guest reservations upon request based on hotel and RV park availability.
• Ensure to complete daily reports, audit and checklists in a timely manner.
• Conduct wake up calls and schedule as needed
• Send and receive faxes.
• Complete a daily bucket check.
• Assist with guest service calls, requests, and complaints by directing them to Hotel leadership or other departments as needed.

• Must be friendly and courteous at all times 
• Able to satisfactorily complete assignable work tasks requested by the departmental leaders 
• Must proactively prioritize needs and effectively manage resources
• Immediately report any safety hazards, problems, or maintenance issues to the appropriate party
• Ensure customer service standards are met and retained
• Be able to complete group check-ins and billing in a timely manner.
• Other duties as assigned   

QUALIFICATIONS

• 1 years of Hotel Front Desk experience, required
• High School Diploma/GED, required
• Must be able to work Weekends and Holidays
• Able to effectively communicate in English via verbal and written
• Must be able to obtain and maintain an Illinois Gaming License

APPEARANCE AND GROOMING

All DraftKings at Casino Queen team members are required to comply with all appearance and grooming standards outlined in the DraftKings at Casino Queen General Rules, Procedures and Policy Handbook and the DKCQ Look Book.

WORKING ENVIRONMENT & PHYSICAL EFFORTS

The hospitality industry is a 24 Hour 365-day operation.

This position will primarily be indoor under controlled temperatures.

Occasional exposure to outdoor climates

Occasional: standing, walking, and lifting up to 25 pounds     

Frequent: sitting, kneeling, reaching, pulling, pushing, and with repetitive movement of fingers, legs, arms, and hands

Speech and Vision abilities are required