Guest Services Representative

1 week ago

Las Vegas, Nevada, United States Harrah's LV Full time

JOB SUMMARY:

As a Guest Services Representative, your primary responsibility will be to manage the arrival and departure processes for guests at the hotel. You will serve as a key resource for all guest inquiries, maintaining a cheerful and positive demeanor while addressing any guest concerns that may arise.

You will efficiently check guests in and out, responding to questions and resolving complaints in a courteous and professional manner to ensure the highest level of customer satisfaction, adhering to all Standard Operating Procedures and Service Standards. You will register guests to their rooms, accurately collecting all necessary information. Your duties will include pre-registering and blocking reservations, as well as handling same-day and future bookings in accordance with hotel pricing structures and sales strategies. You will also manage guest check-in and check-out processes in line with hotel cash handling policies, ensuring a friendly and efficient experience. Additionally, you will address customer complaints and provide information about hotel services, local attractions, and in-house events. Troubleshooting issues related to in-room entertainment, billing, and other guest services will also be part of your role. You will be responsible for canceling reservations as per established procedures, balancing a daily cash bank, preparing key packets, and ensuring that informational brochures are well-stocked. Other tasks may be assigned by your supervisor or assistant manager.

Essential Job Functions:

  • Manage check-in and check-out processes for guests
  • Provide assistance to guests regarding inquiries about the hotel and local area
  • Help guests with reservations for dining and entertainment as needed
  • Facilitate guest service recovery when appropriate
  • Maintain a positive and upbeat attitude at all times
  • Stay informed about current hotel events to assist guests effectively
  • Act as a liaison for guests to expedite their requests
  • Uphold a professional and courteous demeanor towards all guests
  • Anticipate guest needs and expectations
  • Greet all guests warmly, answering phone calls promptly and with a pleasant tone; attend to all guest inquiries accurately; manage cashiering duties; assist guests with issues, complaints, or special requests; generate reports as required; provide rate information for current or future dates; process casino status changes on guest accounts; ensure all necessary paperwork is attached to checked-out accounts; keep workstations organized and stocked with supplies.

Qualifications:

  • Strong interpersonal and communication skills.
  • Proficiency in a second language is advantageous.
  • Self-motivated with strong problem-solving capabilities.
  • Minimum one year of experience in front desk or guest service roles; six months of basic computer knowledge; team-oriented.
  • Excellent verbal and written communication skills in English; ability to handle high telephone volumes; must be able to tolerate secondary smoke.
  • Ability to work in a close-knit environment with constant interaction with coworkers; must manage multiple tasks simultaneously with accuracy; must be able to stand for the duration of an average 8-hour shift.

Physical, Mental, and Environmental Demands:

  • Ability to perform reaching, stooping, and crouching motions repeatedly.
  • Must be able to communicate verbally.
  • Must be able to stand for extended periods.
  • Must be able to lift up to 25 lbs.

Disclaimer: This is not an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. Management reserves the right to revise the current job description or require different tasks to be performed as circumstances change.

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

Harrah's LV 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.

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