Lost & Found Clerk (National Harbor)
Grade: POSITION SUMMARY:It is the primary responsibility of the Lost and Found Clerk to answer phones, complete filing for the department, and process lost and found. All duties are to be performed in accordance with federal, state, local laws, regulations, and ordinances, as well as department and Company policies, practices, and procedures. POSITION RESPONSIBILITIES/DUTIES:* Prepares and files lost and found and Security related reports.* Files reports/paperwork for the department.* Tracks lost and found items using appropriate program.* Logs, sorts and properly stores all lost and found items.* Establishes ownership of found items and returns found property to rightful owners when appropriate.* Prepares lost and found items for shipping and ships them.* Pulls and sorts unclaimed items for charity, treasury and return to finder.* Answers multi-line telephones and takes messages for the Security Department.* Protects the confidentiality of all company files and documents under immediate control.* Resolves guest complaints within scope of authority; otherwise refers the matter to management.* Notifies supervisor of all unusual events, circumstances, missing items, or alleged theft.* Trains Security Officers or Newly hired Administrative Clerk-Security employees in Office Duties.* Performs all other duties as assigned. SUPERVISORY RESPONSIBILITIES:* None EDUCATION and/or EXPERIENCE:Required:* High school diploma or equivalent.Preferred:* Previous experience working in a similar resort setting.* Six (6) months previous administrative experience.* Bilingual, English as the primary or secondary language. CERTIFICATES, LICENSES, REGISTRATIONS:* Gaming permit where applicable. KNOWLEDGE/SKILLS/ABILITIES:* Customer Service Orientation: The ability to provide excellent service to guests and ensure their complete satisfaction. This includes greeting and interacting with guests in a friendly and enthusiastic manner, building trust, anticipating and meeting guest needs and preferences, remaining calm and professional when dealing with guests that are difficult or upset, taking ownership of guest issues or problems and taking action to quickly resolve them, and caring about and valuing guests.* Communication: The ability to communicate information clearly and politely to coworkers, supervisors, and guests when speaking, writing, and reading English. This includes targeting the amount, style, and content of the information to the needs of the receiver.* Interpersonal Skills: The ability to develop and maintain professional, trusting, and positive working relationships with managers, supervisors, staff, coworkers, guests, and vendors. This includes being cooperative, approachable, and taking time to listen to and address others' questions or concerns; treating others with kindness, respect, and dignity; and expressing empathy and compassion when dealing with the needs and problems of others.* Presentation: The ability and willingness to present oneself with proper grooming, hygiene, and dress. This includes wearing appropriate and clean clothing/uniform and shoes, wearing hair in a neat and clean condition, maintaining personal cleanliness, ensuring neat and clean appearance of own work area, and ensuring property facilities are litter free.* Dependability: The ability and willingness to take ownership of work activities and ensure that they are completed accurately, efficiently, and in a timely manner. This includes being conscientious, committed, reliable, trustworthy, and accountable for completing work activities.* Initiative: The ability and willingness to take independent action and complete job tasks without being instructed to complete them. This includes the ability and willingness to recognize assignments or tasks that need to be completed, to seek out additional assignments or tasks, and to help others.* Computer Skills: The willingness to learn and ability to use computer systems and software packages to input, access, modify, store, or output information or to execute programs or analyses. This includes the ability to enter and retrieve data from computer systems using a keyboard, mouse, or trackball.* Integrity and Company Policies Knowledge: The ability and willingness to uphold ethical standards and comply with all federal, state, and local laws and company policies, procedures, and regulations. This includes maintaining confidentiality of all sensitive and proprietary information and avoiding conflict of interest situations.* Detail Orientation: The ability to attend to and verify the accuracy and completeness of details in work activities. This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality.* Following Policies and Procedures: The ability and willingness to learn and follow the company's policies, procedures, and regulations related to operations, guest relations, human resources, safety, security, and loss prevention.* Positive Demeanor: The ability to present oneself in a positive, enthusiastic, and professional manner with others and guests. This includes displaying a passion and enjoyment for work; focusing on success; thinking positively about actions and events; and anticipating the best possible outcomes.