Guest Service Representative - Eldorado (Reno)

About the role

Assist guests with all aspects of hotel billing, billing requests, general information, and run all required reports. Handle front desk incoming calls, administrative calls, and guest lines.

Responsibilities

• Run referral/denial reports and leave messages at appropriate rooms
• Distribute a list of rooms with outstanding balances to the Manager on Duty (MOD)
• Answer incoming calls within three rings and perform callbacks
• Responsible for Non-Zero reports
• Apply guest charges or comps to reservations and follow up with hosts to ensure guest services
• Handle mail and fax distribution to the department
• Complete all applicable credit card authorizations
• Adhere to Payment Card Industry Data Security Standards (PCI Compliance)
• Handle all billing disputes for guests, businesses, account tracking, posting credit cards, and credit card refunds
• Work with sales and group sales to ensure all billing inquiries are handled
• Act as a role model to other team members and present oneself as a credit to Caesars Entertainment
• Exemplify core values, family-style service, mission, and vision
• Exemplify DEI (diversity, equity, inclusion) culture
• Perform other job-related duties as assigned

Requirements

• Excellent communication skills with the ability to read, write, and communicate verbally in English
• Above-average mathematical skills; type 35 wpm; PC skills, including Word and Excel
• Ability to understand and comply with all company and departmental rules, regulations, policies, and procedures
• Ability to establish and maintain effective working relationships with staff and guests
• High school diploma or equivalent

Additional Requirements

• Work is performed in an office environment
• Work may be performed in areas that may be unusually hot, cold, noisy, smoky, dimly lit, or brightly illuminated
• Contact with staff and guests is necessary
• Position requires entering and exiting via the Team Member entrance, which entails 4 flights of stairs (40 steps)
• Ability to move freely and easily
• Requires constant sitting and standing
• Communication via telephone
• Frequent use of office equipment, such as computer, fax, calculator, and multi-line phone system
• Reaching up to 24 inches
• Ability to distinguish letters, numbers, and symbols
• Hand/eye coordination and normal vision range with absence of color blindness

Guest Service Standards

• Meet and deliver core values, service standards, and family-style service

Performance Requirements

• Provide internal/external guests with service excellence
• Excellent communication and observation skills
• Easygoing demeanor to ensure a fun and safe environment for guests
• Above-average speech—both speaking and reading/writing in English
• Excellent interpersonal skills
• Schedule flexibility, including days off, nights, weekends, holidays, and overtime as needed