Hotel Guest Service Agent

About the role

Responsible for assisting guests when registering them into the hotel, settling accounts upon check-out and providing information throughout their stay. Works closely with related departments to ensure excellent customer service. Acts as a role model for all front office staff and provides guidance during the shift in the absence of a front desk lead agent.

Responsibilities

• Greets guests in a warm and friendly manner, using personalized service.
• Registers guests into the hotel following established procedures; works in conjunction with Housekeeping, VIP Services, Hotel Supervisor, and/or Lead Guest Service Agent.
• Performs cashiering functions in a manner as they relate to the hotel following established procedures, including accurate record keeping, posting of charges, billing disputes and cash payment handling.
• Ensures that guest needs and special requests are met - invoking service recovery when appropriate.
• Applies reward credits based on availability and established guidelines.
• Maintains the condition of front desk area.
• Informs guests of events, shows, activities and amenities available within Harrah’s/Caesars Republic.
• Demonstrates a pleasant and enthusiastic demeanor at all times.
• Understands the essential functions of the Housekeeping department.
• Has working knowledge of Rooms Control and VIP services.
• Able to run and reconcile daily Revenue Control reports.
• Assists with on the job training for New Hires.

Qualifications

• High School Diploma or equivalent required.
• Minimum of 6 months in a Hotel Front Desk and previous experience working in a customer service position is required.
• Literate and fluent in English.
• Good communication skills.
• Must be able to type at least 35 wpm.
• Strong knowledge of LMS.
• Able to handle difficult and demanding guests.
• Able to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business.
• Acts as a role model to other Team Members and always presents oneself as a credit to Caesars Entertainment and encourages others to do the same.
• Adheres to all regulatory, company and department policies and procedures.