Lead Hotel Guest Service Agent

About the role

Greets and checks in/checks out Harrah’s/Caesars Republic hotel guests using specialized skills and personalized service, thereby ensuring a fun-filled, entertaining and exciting environment where flawless delivery and execution of four star services is paramount.

Responsibilities

• Reinforces department procedures and guides Guest Service Agents
• Oversees the administration of room assignments, room departures, guest account charges and payment receipts
• Provides administrative office assistance
• Provides input to supervisors for the periodic reviews of assigned personnel
• Acts as liaison to housekeeping on Graveyard Shift to ensure smooth downtime operations
• Generates and analyzes pre-downtime reports
• Maintains manual rack of hotel during downtime each night
• Serves as liaison to IT to execute the date roll and to post room and tax
• Maintains daily occupancy report statistics
• Processes Travel Agent commission payments

Qualifications

• A High School Diploma or equivalent preferred
• Minimum of 2 years in a hotel front desk position or 1 year as a supervisor in a guest service position
• Literate and fluent in English
• Excellent guests service skills
• Ability to type minimum of 35 WPM
• Working knowledge of Word and Excel
• Good communication skills
• Above average mathematical skills
• Ability to maintain a professional demeanor in stressful situations
• Demonstrated leadership skills
• Must be self-reliant and resourceful
• Ability to demonstrate a pleasant and enthusiastic demeanor at all times
• Ability 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

Additional Requirements

• Must be able to stand for long periods of time (4 hours)
• Visual and auditory range must include immediate environment
• Mobility to move about the property
• Manual dexterity to operate a computer and other necessary office equipment
• Ability to push, pull, reach, bend, twist, stoop, and kneel