Front Desk Agent; Harrah's Metropolis, Illinois

Front Desk Agent (Harrah's Metropolis, Illinois)

Metropolis, IL, United States

Position Code: 197595

Department: Hotel

Reports To: Hotel Supervisor

Pay Type: Minimum Wage

Minimum Age: 21 years

Benefits: $15/hr;
Medical, Dental, Vision, Life & Disability Insurance; 401(k);
Paid Time Off;
Education Assistance;
Team Member Discounts

Job Summary

Responsible for welcoming guests and ensuring that each customer in the hotel is happy with the level of cleanliness and service.

Key Responsibilities

• Greets and welcomes customers with a smile and takes pride in being a Harrah's team member.
• Serves as Hotel representative and customer service role model for other employees.
• Knows special events, promotions, and player programs.
• Resolves customer issues according to the Handling Problem Situations model, using Service Recovery tools.
• Continuously seeks ways to improve friendly, helpful service and reduce customer wait time, positively impacting the department’s customer service ratings.
• Accurately checks in and checks out guests.
• Ensures all guest contact is courteous, informative, and thorough.
• Ensures housekeeping cleans all rooms prior to issuing keys.
• Posts charges, settles 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, including restaurants and special events on property.
• Ensures timely delivery of all messages, mail, and packages left for guests and departments.
• Works closely with Executive Host to ensure that complimentary and high-end amenity offerings are provided consistently with agreements.
• Resolves guests’ problems/complaints promptly, courteously, and efficiently using Service Recovery tools.
• Maintains knowledge of hotel, community, and special events to provide superior service.
• Demonstrates a positive and enthusiastic demeanor to guests, both internal and external.
• Actively participates in maintaining a safe and spotless work environment.
• Follows all policies and procedures for cash register operations.
• Is aware of policy regarding credit cards, traveler’s checks, error/refund procedures.
• Maintains the appearance of the store and associated areas, including dusting, filling, stocking, polishing, and keeping sections tidy.

Required Qualifications

• High school diploma or equivalent.
• Superior customer service skills.
• Experience in data entry and dealing with the public.
• Proficiency in Microsoft Word, Office, Outlook, Excel, and LMS system knowledge preferred.
• Cash handling experience preferred.
• Ability to work as part of a team and to work a flexible schedule including nights, weekends, and holidays.
• Professional appearance and demeanor.
• Strong interpersonal skills.

Additional Requirements – Physical

• Move freely around the casino/hotel and front desk areas during the entire shift.
• Stand for long periods.
• Bend, stoop, crouch, kneel, twist, balance, and work at a desk.
• Lift and carry up to 10 pounds.
• Operate equipment such as computer, telephone, photocopy machine, fax machine, ten-key embosser, printer, and bar encoder.

Additional Requirements – Mental

• Respond calmly and handle many customers’ demands in a fast‑paced environment.
• Respond to visual and aural cues.
• Communicate verbally, clearly, and articulately.
• Understand and comply with policies and procedures, job description, daily memorandums, and other instructions.
• Work under stressful conditions.
• Work accurately with basic math skills.

Gaming

Must have the ability to hold an Occupational License as required by the Illinois Gaming Board.

Equal Employment Opportunity

Caesars Entertainment is an Equal Opportunity Employer. Caesars Entertainment will not discriminate against any employee or applicant based upon a person’s race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class.