Front Desk Agent; Harrah's Metropolis, Illinois

Job Title

Front Desk Agent

197595

Hotel

Hotel Supervisor

21 years

• $15/hr
• Minimum age 21 years
• Medical, Dental, Vision, Life & Disability Insurance, 401(k), Paid Time Off, Education Assistance, Team Member Discounts

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

• Greets and welcomes customers with a smile and takes pride in being a Harrahs 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.
• 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 check-out 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.
• Empowered to ensure guests’ problems/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 always.
• Actively participates in maintaining a safe and spotless work environment.
• Cash register - follow all policies and procedures.
• Awareness of policy regarding credit cards, traveler’s checks, error/refund procedures.
• Maintain the appearance of the store. Duties include dusting, filling, stocking, polishing, keeping the register area clean, and supporting the understock/stockroom area.

• High school diploma or equivalent required.
• Superior customer service skills required. Experience in data entry and dealing with the public is required.
• Proficiency in Microsoft Word, Office 97, Outlook, Excel, and LMS system knowledge preferred.
• Cash handling experience 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 required.
• Harrah’s reserves the right to make changes to this job description whenever necessary.

• Must be able to move in and around the Casino/Hotel areas and front desk areas through the entire shift.
• 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 10 pounds.
• Must have manual dexterity to operate equipment such as computer, telephone, photocopy machine, fax machine, ten-key embosser, printer, and bar encoder.

• Must be able to respond calmly and handle many customers’ demands in a fast paced environment.
• Responsive to visual and aural cues.
• Communicates verbally, clearly, and articulately.
• Understands and complies with policies and procedures, daily memorandums and other instructions.
• Must be able to work under stressful conditions.
• Works accurately with basic math skills.

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

This is not necessarily an exhaustive list of all responsibilities, skills,…