Hotel Front Desk Agent

Job Summary

As a Hotel Agent you will be responsible for completing arrival and departure transactions for guests checking in/out of the hotel.

Additionally, hotel agents are resources for all guest questions with an upbeat and positive attitude and are the first line of defense when resolving guest complaints. They greet all guests with the proper introduction, make them feel welcome; answer telephone promptly, with a pleasant voice; attend to all guest inquiries; maintain accuracy in cashiering; assist guests with problems, complaints or special needs;

effectively generate reports according to shift; provide rate information for future or current dates; process casino status changes on guest folios; attach needed paperwork to all checked out folios; keep stations neat and well stocked with supplies.

• Process check-in and check-out transactions for guests
• Register guests to room while receiving all pertinent information accurately.
• Perform guest registration and room assignments, accommodating special requests whenever possible.
• Pre-register and block reservations.
• Take same day reservations and when necessary future reservations following hotel rate structures and selling strategies.
• Respond to inquiries and complaints in an efficient, courteous and professional manner to achieve maximum customer satisfaction
• Assist guests with questions about the city and property
• Assist guests with booking dinner, show, etc… when necessary
• Assist with guest service recovery when possible
• Maintain an upbeat and positive attitude at all times
• Be apprised of current events in hotel to assist guests
• Act as a liaison on behalf of the guest to expedite guest requests
• Maintain a professional and courteous attitude towards all guests (internal and external)
• Anticipate guests’ needs and expectations
• Handle guest check-in and check-out in accordance with hotel credit and cash handling policies in an efficient and friendly manner.
• Perform other tasks as assigned by supervisor or manager.
• Troubleshoot all in-room movie / phone / billing problems.
• Resolve customer complaints and answer guest inquiries in connection with hotel services, in-house events, directions, local attractions, etc.
• Cancel room reservations according to procedures.
• Balance $1000 bank daily.
• Prepare key packets, ensure miscellaneous brochures are fully stocked.

• Strong interpersonal and communication skills.
• Proficient in a second language would be beneficial.
• Self-starter with strong problem solving ability.
• One year experience in front desk or guest service field.
• 6 months experience in basic computer knowledge.
• Must be a team player.
• Excellent oral and written communication in English; heavy telephone volume.
• Must be able to tolerate secondary smoke.
• Close knit environment, with constant co-worker involvement.
• Must be able to complete several tasks at once with accuracy.
• Must be able to stand for entire shift (an average 8 hour shift).
• Ability to perform reaching, stooping and/or crouching motions repeatedly.
• Must be able to communicate verbally.
• Must be able to stand for extended periods of time.
• Must be able to lift 25 lbs.

These statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position. The Company reserves the right to make changes to the job description whenever necessary.

Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy-related conditions, or where a conflict exists between the position and an individuals’ religious beliefs or practices.

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 or affectionate orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class.