Rooms Controller and Hold Agent

About the role

Manages the rooms control command center as “one-stop-shop” for all phone request and VIP services calls. Responsible for coordinating room vacancies, room assignments, reports, express checkouts, and other reservation status changes on a daily basis.

At Harrah’s and Caesars Republic Lake Tahoe, we want you as a partner in a win-win relationship. We want you to maximize your skills and talents to become the best you can be in your chosen field. We are proud to be one of the leaders in the hospitality business. One of the reasons our resorts have consistently received 4-Star and 4-Diamond Awards is because of the friendly, top quality people we hire to serve our guests. Harrah’s and Caesars Republic Lake Tahoe are located on the south shore of magnificent Lake Tahoe, America’s largest alpine lake and number one vacation destination. Visitors are drawn to Lake Tahoe’s year round recreation, which includes skiing and snowboarding in the winter months and hiking, fishing, mountain biking, golf, kayaking, sailing and a plethora of other recreation opportunities in the spring, summer and fall. Add to this, the lively, round-the-clock gaming and indoor entertainment, world-class amenities, which include two heated pools, a full-service health spa, various restaurants, including the world renowned, Hell’s Kitchen, 1,254 rooms and suites plus excellent guest service, and you can understand why Harrah’s & Caesars Republic are popular choices for travelers and vacationers throughout the year. Besides living in one of the Earth’s most beautiful locations you will join a company that understands how to treat employees. As an industry leader, Harrah’s believes a successful company starts with satisfied employees. Whether it’s professional advancement or personal recognition, Harrah’s provides accolades and incentives as you move along your career path.

Responsibilities

• Coordinating diamond/seven star room assignments, event reservation requests, limo reservation requests, wholesale reservation requests and same day room reservation requests.
• Ensuring proper follow through if the involvement of other departments is needed.
• Working closely with related departments such as casino marketing, front desk and housekeeping to ensure excellent guest service.
• Ensuring that guest needs and special requests are met.
• Invoking service recovery when appropriate.
• Preparing daily agenda (upgrading, sales/junket groups, etc.).
• Answering all phones directed to the Front Office/VIP.
• Placing all guest requests to the housekeeping department, documenting the request and guest follow‑up.
• Completing back‑to‑back reservation extensions for day‑of extensions.
• Completing express checkouts and due outs.
• Monitoring unassigned rooms and contacting guest upon room readiness.
• Pre‑assigning all VIP special requests.
• Promoting and maintaining constant communication between all departments.
• Streamlining departmental operations through continuous assessment of policies and procedures, work processes and program effectiveness/value.
• Maintaining accuracy within accommodation availability.
• Empowering to ensure that customer’s complaints/problems/issues are handled in an effective, prompt and courteous manner.
• Completing required paperwork for various front desk transactions and inputting information into the computer.

Qualifications

• High School graduate or equivalent is required.
• Minimum one‑year customer service experience.
• Literate and fluent in English.
• Ability to coordinate multiple tasks simultaneously.
• Must perform duties with a sense of urgency.
• Excellent oral and written skills.
• Must be able to type at least 25 wpm.
• Must be able to pass a simple mathematics test.
• Ability to identify problems/issues and resolve quickly.
• Ability to handle difficult and demanding guests.
• Must possess strong interpersonal skills.
• Ability to uphold and demonstrate the highest level of integrity in all situations and recognize