Front Desk Agent (Harrah's Metropolis, Illinois)

Caesars Entertainment•Metropolis, IL

8d•Onsite

About The Position

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

Requirements

High school diploma or equivalent required.
Superior customer service skills required.
Experience in data entry and dealing with the public is required.
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 are required.
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 be able to operate the following equipment: computer, telephone, photocopy machine, fax machine, ten-key embosser, and printer and bar encoder.
Must be able to respond calmly and handle many customers’ demands in a fast paced environment.
Responds to visual and aural cues.
Communicate verbally, clearly, and articulately.
Understand and comply with Policies and Procedures, Job Description, daily memorandums, and other instructions.
Must be able to work under stressful conditions.
Work accurately with basic math skills
Must have the ability to hold an Occupational License as required by the Illinois Gaming Board.

Nice To Haves

Proficiency in Microsoft Word, Office 97, Outlook, Excel, and LMS system knowledge is preferred.
Cash handling experience preferred.

Responsibilities

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 checkout 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. Including duties such as dusting, filling, stocking, polishing, and keeping your register area filled and tidy. This also includes the understock and stockroom area and any other chores that your manager or Shift Supervisor may designate.