Hotel Guest Service Agent

Overview

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.

• 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/Harveys.
• 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

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.

EDUCATION and/or

EXPERIENCE:

• High School Diploma or equivalent required
• Minimum of 6 month in a Hotel Front Desk and previous experience working in a customer service position is required

QUALIFICATIONS:

• Literate and fluent in English
• Good communication skills
• Must be able to type at least 35 wpm.
• Strong knowledge of LMS
• Ability to handle difficult and demanding guests
• 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.
• Adheres to all regulatory, company and department policies and procedures

• Must be able to sit or stand for long periods of time.
• Visual and auditory range must include immediate environment.
• Mobility to move about the property
• Must have the manual dexterity to operate a computer and other necessary office equipment.
• Must have the ability to push, pull, reach, bend, twist, stoop, and kneel.
• Positions that have contact with the public require the ability to work in a noisy environment, and may be exposed to guests who use tobacco products. Non-public contact positions may be required to enter public areas from time to time, in connection with duties, and may be subject to the same environment.

Disclaimer

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

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…