Front Desk Representative

2 months ago


Las Vegas, Nevada, United States Horseshoe LV Full time
Job Summary

We are seeking a highly skilled and customer-focused Front Desk Agent to join our team at Horseshoe LV. As a key member of our front office team, you will be responsible for providing exceptional guest service, handling reservations, and ensuring a seamless experience for our valued customers.

Key Responsibilities
  • Provide personalized concierge services to guests, including making restaurant reservations, arranging recreation activities, and providing general information about local attractions.
  • Take room reservations and room blocks, ensuring accurate and efficient processing of guest requests.
  • Assist with VIP Agent Functions, including check-in, check-out, keys, and mail.
  • Train new guest service representatives as needed, promoting a culture of excellence and customer satisfaction.
  • Log particular types of calls, maintaining accurate records and reports as required.
  • Support and maintain Horseshoe Casino's courtesy guidelines, promoting outstanding guest relations and a positive work environment.
  • Prepare and submit reports, including exceptions reports and regret logs, to ensure accurate tracking and analysis of guest interactions.
  • Project an approachable and professional image, maintaining a clean and organized work environment.
  • Listen and respond to guest service opportunities and challenges, escalating issues to management as needed.
  • Participate in hotel functions and events, promoting a positive and engaging experience for guests and colleagues alike.
  • Utilize professional telephone etiquette and the work order system to handle internal and external guest requests.
  • Assist with package and amenity deliveries, logging receipts and maintaining accurate records.
  • Update, edit, and review the electronic guest database, ensuring accurate and up-to-date information.
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 required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

  • High school diploma or equivalent required.
  • One or more years of relevant experience in a customer-facing role, or equivalent combination of education and experience.
  • Must be at least 21 years of age.


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