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Guest Service Agent

3 months ago

Las Vegas, United States Caesars Entertainment Full time
Job Description

JOB SUMMARY:

As a Front Desk Agent you will be responsible completing arrival and departure transactions for guests checking in/out of the hotel. Additionally, front desk agents are resources for all guest questions with an upbeat and positive attitude and is the first line of defense when resolving guest complaints. Check-in and check-out guests, respond to inquiries and complaints in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all Standard Operating Procedures and Standard of Service. Registers guests to room while receiving all pertinent information accurately.
Perform guest registration and room assignments, accommodating special requests whenever possible. Pre-register and block reservations. Take same day reservations and when necessary future reservations following hotel rate structures and selling strategies. Handle guest check-in and check-out in accordance to hotel credit and cash handling policies in an efficient and friendly manner. Resolve customer complaints and answer guest inquiries in connection with hotel services, in-house events, directions, local attractions, etc. Troubleshoot all in-room movie / phone / billing problems. Cancel room reservations according to procedures. Balance $1000 bank daily. Prepare key packets, ensure miscellaneous brochures are fully stocked. Perform other tasks as assigned by supervisor or assistant manager.

ESSENTIAL JOB FUNCTIONS:
  • Process check-in and check-out transactions for guests
  • Assist guests with questions about the city and property
  • Assist guests with booking dinner, show, etc... when necessary
  • Assists with guest service recovery when possible
  • Maintains and Upbeat and Positive attitude at all times
  • Responsible for being apprised of current events in hotel to assist guests
  • Acts a liaison on behalf of the guest to expedite guest requests
  • Maintains a professional and courteous attitude towards all guests (internal and external)
  • Anticipating guests needs and guest expectations
  • Greets all guests with the proper introduction, and makes them feel welcome; answers telephone promptly, with a pleasant voice; attends to all guest inquiries; maintains accuracy in cashiering; assists guests with problems, complaints or special needs; effectively generates reports according to shift; provides rate information for future or current dates; processes casino status changes on guest folios; attaches needed paperwork to all checked out folios; keeps stations neat and well stocked with supplies.
QUALIFICATIONS:
  • Strong Interpersonal and communication skills.
  • Proficient in a second language would be beneficial.
  • Self-starter with strong problem solving ability
    One year experience in front desk or guest service field; 6 months experience in basic computer knowledge; team Player; excellent oral and written communication in English; heavy telephone volume; must be able to tolerate secondary smoke; close knit environment, with constant co-worker involvement; must be able to complete several tasks at once with accuracy; must be able to stand for entire shift (an average 8 hour shift).
PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:
  • Ability to perform reaching, stooping and /or crouching motions repeatedly
  • Must be able to communicate verbally
  • Must be able to stand for extended periods of time
  • Must be able to lift 25lbs.

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).

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Caesars Entertainment reserves the right to make changes to the job description whenever necessary.

As a part of Caesars Entertainment's employment process, finalist candidates will be required to complete a drug test and background check prior to an offer being extended. Caesars Entertainment Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.

About Us

With 2,500 beautifully designed guest rooms and suites showcasing some of the best views in town, Planet Hollywood encompasses more than 100,000 square-feet of gaming, several lounges, various restaurants including Gordon Ramsay BurGR. Join our team, where our mission is to "Inspire Grown Ups to Play"

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.