Front Desk Agent; Harrah's Metropolis, Illinois

Front Desk Agent (Harrah's Metropolis, Illinois)

Metropolis, IL, United States

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 Harrah's team member.
• Serves as a hotel representative and customer service role model for other employees.
• Knows special events, promotions, and player programs.
• Resolves customer issues using the Handling Problem Situations model and Service Recovery tools.
• Constantly seeks ways to improve friendly, helpful service and reduce customer wait time.
• Manages accurate check‑in and checkout of guests.
• Ensures all guest contact is courteous, informative, and thorough.
• Coordinates with Housekeeping to ensure rooms are cleaned before issuance of keys.
• Posts charges, settles folios, and communicates exchanges with Housekeeping.
• Receives cash, credit card and comp payments, 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.
• Ensures timely delivery of messages, mail, and packages to guests and departments.
• Works closely with Executive Host to ensure complimentary and high‑end amenity offerings are delivered.
• Ensures prompt, courteous resolution of guest problems/complaints using Service Recovery tools.
• Maintains knowledge of hotel, community, and special events to provide superior service.
• Demonstrates a positive and enthusiastic demeanor to guests, internal and external alike.
• Participates in maintaining a safe and spotless work environment.
• Follows policies and procedures when operating the cash register.
• Maintains awareness of credit card, traveler’s check, error/refund procedures.
• Maintains appearance of the store, including dusting, stocking, polishing, and tidying the register area.

• High school diploma or equivalent.
• Superior customer service skills; experience in data entry and dealing with the public.
• Proficiency in Microsoft Word, Office 97, Outlook, Excel, and LMS system knowledge preferred.
• Cash handling experience preferred.
• Ability to work a flexible schedule including nights, weekends and holidays.
• Professional appearance and demeanor.
• Strong interpersonal skills.
• Ability to obtain an Illinois Gaming Board Occupational License.

• Physical – Move in and around the casino/hotel and along front desk areas; stand for long periods; bend, stoop, crouch, kneel, twist, balance; lift up to 10 pounds; operate computer, telephone, photocopy machine, fax machine, ten‑key embosser, printer and bar encoder.
• 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, procedures, and job instructions; work under stressful conditions; work accurately with basic math skills.

• $15 per hour.
• Medical, Dental, Vision, Life & Disability Insurance.
• 401(k).
• Paid Time Off.
• Education Assistance.
• Team Member Discounts.

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. Management reserves the right to revise the job description or require other tasks as circumstances change.

Caesars Entertainment is an Equal Opportunity Employer. Caesars Entertainment will not discriminate against any employee or applicant based upon a wide range of protected classes.