Job Description

The Hotel Front Desk Agent provides aggressive hospitality in a friendly manner in accordance with The Family-Style Service model. Greets and assists each guest in a friendly and courteous manner when checking them in and checking them out. Provides information and directions to guests regarding all services available on property. Constantly seeks ways to improve friendly, helpful service, and reduce customer wait time to positively impact department’s customer service ratings.

• Greets and welcomes customers with a smile and takes pride in being a Caesars Team Member.
• Serves as Hotel representative and customer service role model for other Team Members.
• Understands, values, and supports the Caesars’ mission, vision & values.
• Knows special events, promotions, and player programs.
• Resolves customer issues according to the Family-Style Service model, using Service Recovery tools.
• Constantly seeks ways to improve friendly, helpful service, and reduce customer wait time to positively impact department’s customer service ratings.
• Responsible for the accurate check-in and checkout of guests.
• Ensures that all guest contact is courteous, informative, and thorough.
• Ensures that Housekeeping cleans all rooms prior to issuing keys.
• Responsible for posting charges, settling folios for individuals, groups and due outs communicated through Housekeeping.
• Receives cash, credit cards, and comps in payment, obtaining proper approval and authorization.
• Maintains an operating bank, renders bills, and issues change.
• Provides reservations for Casino/Hotel guests, which includes restaurants, and special events on property.
• Ensures the timely delivery of all messages, mail, and packages left for guests and departments within the Hotel/Casino.
• Works closely with Executive Host to ensure that all complimentary and high-end amenity offerings are provided consistent with the agreed upon arrangements.
• Ensures guests’ problems or complaints are resolved in a prompt, courteous, and efficient manner using Service Recovery tools.
• Maintains knowledge of hotel, community, and Special Events to provide guests with superior service.
• Demonstrates a positive and enthusiastic demeanor to guests, both internal and external at all times.

• High school diploma or equivalent required.

• Must be able to obtain Responsible Vendor Certification.

• Superior customer service skills required.

• Experience in data entry and dealing with the public is required.

• Career interest within the hospitality field or related industry is preferred.

• Computer usage skills required.

• Proficiency in Microsoft Word, Office, Outlook, Excel, and LMS system knowledge is preferred.

• Must be able to get along well with co-workers and work as a team.

• Must be able to work a flexible schedule including nights, weekends, and holidays as necessary.

• Professional appearance and demeanor required.

• Strong interpersonal skills are required.

• Must be able to read, write, speak and understand English.

ADDITIONAL REQUIREMENTS

• Must be able to stand for long periods.
• Must be able to bend, stoop, crouch, kneel, twist, balance, and work at a desk.
• Must be able to lift and carry up to 25 pounds.
• Responds to visual and aural cues.
• Must have manual dexterity to be able to operate the following equipment: computer, telephone, photocopy machine, fax machine, ten key embosser, printer, and bar encoder.
• Must be able to move in and around the Casino/Hotel areas and front desk areas through the entire shift.
• Must be able to respond calmly and handle many customer demands in a fast-paced environment

• Must be able to tolerate areas containing secondhand smoke.