Job Description

As a Hotel Agent you will be responsible for completing arrival and departure transactions for guests checking in/out of the hotel. Additionally, hotel agents are resources for all guest questions with an upbeat and positive attitude and is the first line of defense when resolving guest complaints. Greets all guests with the proper introduction, and makes them feel welcome; answers telephone promptly, with a pleasant voice; attends to all guest inquiries; maintains accuracy in cashiering; assists guests with problems, complaints or special needs; effectively generates reports according to shift; provides rate information for future or current dates; processes casino status changes on guest folios; attaches needed paperwork to all checked out folios; keeps stations neat and well stocked with supplies.

• Process check-in and check-out transactions for guests
• Registers guests to room while receiving all pertinent information accurately.
• Perform guest registration and room assignments, accommodating special requests whenever possible.
• Pre-register and block reservations.
• Take same day reservations and when necessary future reservations following hotel rate structures and selling strategies.
• Respond to inquiries and complaints in an efficient, courteous and professional manner to achieve maximum customer satisfaction
• Assist guests with questions about the city and property
• Assist guests with booking dinner, show, etc… when necessary
• Assists with guest service recovery when possible
• Maintains and Upbeat and Positive attitude at all times
• Responsible for being apprised of current events in hotel to assist guests
• Acts a liaison on behalf of the guest to expedite guest requests
• Maintains a professional and courteous attitude towards all guests (internal and external)
• Anticipating guests needs and guest expectations
• Handle guest check-in and check-out in accordance to hotel credit and cash handling policies in an efficient and friendly manner.
• Perform other tasks as assigned by supervisor or manager.
• Troubleshoot all in-room movie / phone / billing problems.
• Resolve customer complaints and answer guest inquiries in connection with hotel services, in-house events, directions, local attractions, etc.
• Cancel room reservations according to procedures.
• Balance $1000 bank daily.
• Prepare key packets, ensure miscellaneous brochures are fully stocked.

• Strong Interpersonal and communication skills.
• Proficient in a second language would be beneficial.
• Self-starter with strong problem solving ability.
• One year experience in front desk or guest service field.
• 6 months experience in basic computer knowledge.
• Must be a team Player.
• Excellent oral and written communication in English; heavy telephone volume.
• Must be able to tolerate secondary smoke.
• Close knit environment, with constant co-worker involvement.
• Must be able to complete several tasks at once with accuracy.
• Must be able to stand for entire shift (an average 8 hour shift).
• Ability to perform reaching, stooping and /or crouching motions repeatedly
• Must be able to communicate verbally
• Must be able to stand for extended periods of time
• Must be able to lift 25lbs.

Horseshoe Casino is the premier casino of the Mid-South. Horseshoe has been #1 since day one. We know what gamblers want. The casino boast over 1300 slot and video poker machines and largest table games area in the South. We have a 25-table World Series of Poker themed poker room featuring the WSOP lounge. Make a bet on your favorite team in The Book. We are the home of Bluesville, a beautiful 1400 seat music venue featuring headline entertainment in an intimate setting. The Horseshoe Tunica Hotel features a 14-floor tower with over 500 luxuriously appointed rooms featuring world-class customer service and amenities including: Jack Binion's Steak which offers contemporary as well as classic fine dining offerings and a wine bar, the all you can imagine Village Square Buffet featuring fare from all over the world and highlighting Southern specialties and desserts, and the area's only Starbucks. Horseshoe Tunica is a throwback to gaming’s golden age. Here you’ll find everything a real gambler wants, and more.