Front Desk Operations Manager

8 hours ago

New Orleans, Louisiana, United States Caesars Entertainment Full time
About the Role

The Hotel Rooms Controller will oversee room blocking to align with guest requests and departmental requirements, handle opportunity guests, manage phone inquiries, assist with guest requests, provide essential front desk support during peak business periods and other reservation status changes daily while working closely with related departments to ensure exceptional guest service.

Key Responsibilities
  • Assign rooms according to guest request and preferences whenever possible.
  • Ensure that guest and special requests are met within the standard response time.
  • Invoke service recovery when appropriate.
  • Maximize use of Family Style Service while meeting Caesars and Nobu experience standards.
  • Assign groups and VIPs according to management needs.
  • Coordinate check-in/pre-registration procedures for arriving groups.
  • Confirm reservations and cancellations.
  • Keep front office team informed on any oversells, challenges, etc.
  • Answer all calls directed to the Front Office promptly and coordinate special requests to appropriate persons or departments.
  • Execute follow-up calls with guests to check for satisfaction.
  • Attend Housekeeping pre-shift to communicate information regarding groups, VIP guests, special requests, etc.
  • Check numbers for the day and post for the staff and to give to supervisors for pre-shift meetings.
  • Check status of out of order rooms.
  • Responsible for placing all guest requests to the housekeeping department, documenting the request and guest follow-up.
  • Complete any back-to-back reservation extensions.
  • Complete all express checkout and due out.
  • Check in all unassigned rooms, making keys and giving key packets to Supervisor to bring to the front desk for customer pick-up.
  • Review Sales group resumes, and block rooms based on special requests, etc.
  • Other duties as assigned.
Requirements
  • Must be at least 21 years old to work at a casino hotel.
  • Minimum one-year guest service experience with ability to provide courteous, friendly, and efficient service to all guests, every time, is required.
  • Ability to read, write and understand English.
  • Ability to coordinate multiple tasks simultaneously.
  • Must perform duties with a sense of urgency.
  • Excellent oral and written skills.
  • High School graduate or equivalent is required.
  • Must be able to type at least 25 wpm.
  • Must be able to pass a simple mathematics test.
  • Must be able to get along well with co-workers and work as a team.
  • Must be able to work any day of the week and any shift.
  • Must present a professional, clean and crisp appearance.
Working Conditions
  • Able to work inside and continuously stand and/or maneuver around front desk area and guest rooms for periods of up to eight hours at a time.
  • Able to respond calmly in busy situations.
  • Able to tolerate area with high noise levels.
  • Must be able to lift and frequently push or pull up to 60 pounds.
  • Must have good manual dexterity to be able to type, grab, grip, pull, hold, tear, sort, reach, and file appropriate paperwork.
  • Respond to visual and aural cues. Able to read, write and communicate directions in English clearly.
  • Accurately count and balance bank ($ at the beginning and end of shift.
  • Process all cash and credit card transactions.
  • Able to operate the following equipment: computer, 10 key adding machine, safe lock key machine, phones, credit card machine, speed printer, fax machine and copier machine.
  • Demonstrates Caesars Spotlight 5 behaviors: Initiates Friendly Greeting, Smiles and Makes Eye Contact,
  • Demonstrates Upbeat and Positive Attitude, Checks for Satisfaction, Provides a Warm Farewell.

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