Hotel Front Desk Agent

Job Summary:

The front desk clerk is responsible for providing superior guest services and building customer loyalty while checking guests in and out of the hotel.  The front desk clerk is responsible for delivering fast and flawless service to internal and external guests.   

Essential Duties and Responsibilities include the following: other duties may be assigned, as necessary. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Roles and Responsibilities:

• Greets and welcomes guests with a smile.
• Ensures that all guest contact is courteous, informative and thorough and demonstrates a positive and enthusiastic demeanor to guests; both internal and external.
• Understands values and supports the Harrah’s mission statement and serves as a hotel representative and customer service role model for other employees.
• Ensures the front desk area is neat, presentable, and equipped with all the necessary supplies such as pens, forms, and paper, etc.
• Constantly seeks ways to improve friendly, helpful service and ways to reduce customer wait times to positively impact department’s customer service ratings.
• Answer all guest questions and incoming calls promptly and professionally.
• Performs cash handling tasks, as required and in accordance with the cash handling procedures.
• Maintains knowledge of hotel, special events, promotions. 
• Responsible for accurate check-in and check-out of guests; ensures that rooms are clean prior to issuing keys; obtains the correct amount of payment (cash, credit card authorization, etc.)
• Ensures billing profiles are reviewed and accurately set up before checking in guests.
• Responsible for posting charges, settling folios for individuals, groups and due outs; maintaining an operating bank, rendering bills and issuing accurate change.
• Follows safety and security guidelines for the department/property.
• Able to successfully complete training and cross-training, as well as perform other job-related duties, when necessary, of Rooms Coordinator, Night Auditor, and to complete additional duties as assigned by the supervisor such as but not limited to checking credit limit report, obtaining additional payment, answering telephones, training new employees.
• Meets the attendance guidelines of the job and adheres to regulatory, departmental and company policies.
• Enforce Project 21 policy and procedures by monitoring area for underage gamblers.
• Suggests players in Caesars Rewards, Caesars Rewards App, Play by CR, and Caesars Rewards Visa.
• Suggests products, services and experiences to guests.
• Other duties as assigned.

Qualifications: 

• High school diploma or equivalent required.
• Proficiency in Microsoft Word, Outlook, Excel and LMS system knowledge preferred.
• Proficient in basic math skills.
• Previous cash handling experience preferred.
• Professional appearance and demeanor required.
• Must pass a drug test.
• Must possess excellent customer service and communication skills.
• Must be able to initiate and engage in conversation in a professional and friendly manner.
• Must be at least 18 years of age.
• Must be willing to participate in on-going training in the hotel operations field. 
• Maintain knowledge of current property events, promotions and attractions.
• Must have outgoing personality and be able to generate business.
• Must be able to work independently, with little supervision.
• Comfortable working in a fast paced, dynamic environment.
• Superior communication and presentation skills.
• Ability to work effectively in a team setting and independently.  
• Must present a well-groomed appearance.
• Must adhere to uniform/appearance requirements.
• Computer skills including operating hardware, software, and other technical equipment.
• Ability to appreciate and be friendly with all Harrah’s Gulf Coast team members who are of various ethnic and cultural backgrounds.
• Able to accept direction of Senior Leadership.

Physical, Mental & Environmental Demands:

• Able to read, write and speak English sufficiently to perform job.
• Available to work any shift, holidays and weekends.
• Responds to visual and aural cues.
• Must have manual dexterity to be able to operate the following equipment: computer, telephone, photocopy machine, fax machine.
• Must be able to use and wear two-way radio w/ earpiece, and other equipment, as required.  
• Able to tolerate a loud and noisy environment.
• Able to stand and walk for extended periods.
• Able to sit, stoop, reach and bend.
• Able to lift 20 pounds.