TENNESSEE STATE PARKS LEAD NIGHT CLERK - 04142026-76798

Job Information

LOCATION OF (1) POSITION(S) TO BE FILLED: DEPARTMENT OF ENVIRONMENT & CONSERVATION, TENNESSEE STATE PARKS DIVISION, MARSHALL COUNTY

Qualifications

Education equivalent to graduation from a standard high school and two years of experience in
customer service or guest relations.

One year of qualifying full-time customer service or guest relations experience may be substituted
for the required education on a year-for-year basis.

Overview

Under general supervision, is responsible for training, customer service, and administrative work of moderate difficulty within a Hotel setting; and performs related work as required. An employee in this role is responsible for training staff, managing the front desk at a hotel during the third shift and performing administrative tasks. This position may also involve making decisions in the absence of management when immediate action is necessary. Any work problems that significantly deviate from standard policies and procedures will be reviewed with a supervisor. This position is different from that of a TSP Night Clerk in that the latter does not have the responsibility of training staff.

Responsibilities

1. Responsible for training Tennessee State Parks Night Clerk staff on administrative duties and
processes required to complete the night audit.
2. Audits and maintains comprehensive records by compiling, coding, categorizing, calculating, and
tabulating information or data to ensure accuracy and completeness. They use relevant information,
audit guidelines, and professional judgment to analyze daily operational and financial
transactions, ensuring they are completed accurately, on time, securely, and in compliance with
fiscal policies, audit regulations, and operational standards.
3. Uses computers and computer systems to enter, process, and evaluate, all night audit
information.
4. Communicates effectively with peers and supervisors on a daily basis regarding the accuracy of
procedures and records. When necessary, leaves clear messages for coworkers or supervisors to
ensure they are promptly informed about critical deviations from standard procedures, guest
requests, or any other important information or actions needed. Provides accurate and timely
reports and information to supervisors and coworkers as requested.
5. Handles front office operations, which include taking reservations, answering phone calls, and
accurately recording messages. Verifies and inputs employee tips, reviews group contracts against
actual room and event details to ensure everything is correct prior to guest departures. Also
responsible for creating documents or forms, filing documents, and performing other related tasks.
6. Performs physical activities related to the maintenance of the hotel lobby such
as cleaning public areas, managing gift shop inventory, moderate to heavy lifting, walking,
stooping, standing, sitting, typing, and handling of materials.
7. Communicates to appropriate supervisor and support group immediately in the event of equipment
failure that impacts guest experiences or the ability to
perform job duties.
8. Provides customer service and troubleshooting to guests regarding various issue related to their
stay.

Competencies (KSA's)

Competencies:
1. Interpersonal Savvy
2. Manages Conflict
3. Customer Focus
4. Decisions Quality
5. Instills Trust

Knowledges:
1. Customer and Personal Service
2. Clerical
3. Communications and Media
4. Information Technology

Skills:
1. Mathematics
2. Complex Problem Solving
3. Writing
4. Management of Financial Resources
5. Reading Comprehension

Abilities:
1. Number Facility
2. Mathematical Reasoning
3. Problem Sensitivity
4. Deductive Reasoning
5. Inductive Reasoning

Tools & Equipment

1. Computer
2. Cash Register
3. Reservation Systems
4. Property Management Systems
5. Telephone