Front Desk Agent
2 months ago
SUMMARY: Takes, records, and cancels reservations in the Hotel Information System. Provide five star hotel-quality concierge services. The Concierge pro-actively anticipates the needs of the guests so solutions can be offered before being requested, personalizing the delivery of the service to meet the specific needs of each guest, reminding the guest of scheduled events and appointments.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
Be completely knowledgeable about all casino programs, promotions, activities, and functions.
Be knowledgeable of local current restaurants, spas, attractions and events (concerts, theater, sporting events, special events, and more.)
Assist and coordinate with VIP Agent Functions (Check in, Check Out, Keys and Mail).
Take room reservations and room blocks.
Assist in training new guest service representatives as appropriate.
Log particular types of calls as needed.
Support, maintain Horseshoe Casino's courtesy guidelines and promote outstanding guest relations.
Responsible for reports including, exceptions reports and regret logs.
Provide the guest with an experience that will always be remembered and with the highest level of responsiveness.
Provide personal services of the highest level that may include, but not limited, to restaurant reservations, recreation requests, floral orders, shoe shine, etc. They also have the ability to make available maps, literature, and other materials.
Assure prompt and positive action on all guest complaints, questions, concerns and suggestions, as well as conduct quality assurance follow-up.
Arrange for, suggest, recommend, book, and confirm, deliverable services that may include, but not limited to, purchasing gifts, premium tickets, dry cleaning and other errands.
Project an approachable and professional image in personal appearance, manner, and demeanor.
Maintain a work environment of cleanliness and organization.
Acknowledge and greet all guests with utmost courtesy and urgency, moving out from behind the front desk to open doors and assist guests.
Listen and work with guests who present service opportunities or challenges. Attempt to resolve them and/or elevate and communicate them to a manager.
Maintain consistent presence at work station.
When so directed, participate in hotel functions.
Use professional telephone etiquette in handling internal and external guest requests. Use work order system when necessary.
Assist with package and amenity deliveries. Log receipts of packages delivered for guests.
Provide continuous updates, edits, reviews, and additions to the electronic guest database (list of guest preferences, birthdays, anniversary and other special dates, restaurants, service providers, etc.).
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability require. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
HS diploma or GED.
One or more years of appropriate experience; or equivalent combination of education and experience.
Must be at least 21 years of age.
About Us
For over 30 years we've set the standard now you can too. As a team member of Horseshoe, you will embody the spirit of Las Vegas with classic style, timeless glamour and high rolling excitement. This classic yet contemporary property is where you will entertain our guests as they enjoy 2,814 rooms, 244 suites, 6 restaurants and 1,250 slot and video poker machines. Horseshoe is the place for the smart and sophisticated to start their career.
Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy-related conditions, or where a conflict exists between the position and an individuals' religious beliefs or practices.
The below statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position.
The Company reserves the right to make changes to the job description whenever necessary.
As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre-employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre-employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre-employment screening may occur post-offer. The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.
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