Hotel Front Desk Agent

JOB SUMMARY:

Responsible for assisting guests when registering them into the hotel, settling accounts upon check-out and providing information throughout their stay. Works closely with related departments to ensure excellent customer service. Acts as a role model for all front office staff and provides guidance during the shift in the absence of a front desk lead agent.

KEY JOB FUNCTIONS:

Greets guests in a warm and friendly manner, using personalized service.

Registers guests into the hotel following established procedures; works in conjunction with Housekeeping, VIP Services, Hotel Supervisor, and/or Lead Guest Service Agent.

Performs cashiering functions in a manner as they relate to the hotel following established procedures, including accurate record keeping, posting of charges, billing disputes and cash payment handling.

Ensures that guest needs and special requests are met - invoking service recovery when appropriate.

Applies reward credits based on availability and established guidelines.

Maintains the condition of front desk area.

Informs guests of events, shows, activities and amenities available within Harrah's/Harveys.

Demonstrates a pleasant and enthusiastic demeanor at all times.

Understands the essential functions of the Housekeeping department

Has working knowledge of Rooms Control and VIP services.

Able to run and reconcile daily Revenue Control reports.

Assists with on the job training for New Hires

Qualifications:

EDUCATION and/or EXPERIENCE:

High School Diploma or equivalent required

Minimum of 6 month in a Hotel Front Desk and previous experience working in a customer service position is required

QUALIFICATIONS:

Literate and fluent in English

Good communication skills

Must be able to type at least 35 wpm.

Strong knowledge of LMS

Ability to handle difficult and demanding guests

Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business

Acts as a role model to other Team Members and always presents oneself as a credit to Caesars Entertainment and encourages others to do the same.

Adheres to all regulatory, company and department policies and procedures

PHYSICAL, MENTAL and ENVIRONMENTAL DEMANDS:

Must be able to sit or stand for long periods of time.

Visual and auditory range must include immediate environment.

Mobility to move about the property

Must have the manual dexterity to operate a computer and other necessary office equipment.

Must have the ability to push, pull, reach, bend, twist, stoop, and kneel.

Positions that have contact with the public require the ability to work in a noisy

environment, and may be exposed to guests who use tobacco products. Also, non-public contact positions may be required to enter public areas from time to time, in connection with their duties, and may be subject to the same environment.

Disclaimer

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).