Lead Hotel Guest Service Agent

JOB SUMMARY

Greets and checks in/checks out Harrah’s/Caes 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. Provides assistance and on-the-job work direction to Guest Service Agents.

• 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.
• Replies to Internet reservation inquiries.
• 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.

• 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
• Ability to type minimum of 35 WPM
• Excellent guests service skills
• Ability to handle difficult or stressful situations with tact and diplomacy
• 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.
• Adheres to all regulatory, company and department policies and procedures

• 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
• 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. Also, non-public contact positions may be required to enter public areas from time to time, in connection with their 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).