Front Desk Clerk - Steady Extra (Horseshoe LV)

Caesars Entertainment•Las Vegas, NV

2d•Onsite

About The Position

The Front Desk Clerk - Steady Extra role at Horseshoe LV involves providing upscale guest services by taking, recording, and canceling reservations. The Clerk Front Desk proactively anticipates guest needs, offering solutions before they are requested and personalizing service delivery. This includes reminding guests of scheduled events and appointments, and ensuring a memorable guest experience with the highest level of responsiveness. They provide personal services such as restaurant reservations, recreation requests, floral orders, and shoeshine, and can make maps, literature, and other materials available. The role requires prompt and positive action on all guest complaints, questions, concerns, and suggestions, with quality assurance follow-up. Additionally, they arrange, suggest, recommend, book, and confirm deliverable services like purchasing gifts, premium tickets, dry cleaning, and other errands. A professional image, a clean and organized work environment, and courteous interaction with guests are essential. The role involves listening to and working with guests who present service opportunities or challenges, attempting to resolve them or escalating them to a manager. Maintaining a consistent presence at workstations and participating in hotel functions when directed are also key. Professional telephone etiquette is required for handling internal and external guest requests, and a work order system may be used. Assisting with package and amenity deliveries and logging receipts are part of the duties. Continuous updates to the electronic guest database, including guest preferences, birthdays, anniversaries, and other special dates, are necessary. The role also involves taking same-day and future reservations, adhering to hotel rate structures and up-selling strategies.

Requirements

Must be 18 years of age or older
High School diploma or GED.
One or more years of appropriate experience; or equivalent combination of education and experience.
Union Referral
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 25lbs.

Responsibilities

Be completely knowledgeable about all casino programs, promotions, activities, and functions.
Be knowledgeable of local current restaurants, spas, attractions and events (concerts, theater, sporting events, special events, and more).
Assist and coordinate with VIP Agent Functions (Check in, Checkout, Keys and Mail).
Take room reservations and room blocks.
Assist in training new guest service representatives as appropriate.
Log particular types of calls as needed.
Support, maintain Horseshoe Casino’s courtesy guidelines and promote outstanding guest relations.
Responsible for reports including exception reports and regret logs.
Provide the guest with an experience that will always be remembered and with the highest level of responsiveness.
Arrange for, suggest, recommend, book, and confirm deliverable services that may include, but not limited to, purchasing gifts, premium tickets, dry cleaning, and other errands.
Project an approachable and professional image in personal appearance, manner, and demeanor.
Maintain a work environment of cleanliness and organization.
Acknowledge and greet all guests with utmost courtesy and urgency, moving out from behind the front desk to open doors and assist guests.
Listen and work with guests who present service opportunities or challenges.
Attempt to resolve them and/or elevate and communicate them to a manager.
Maintain consistent presence at workstations.
When directed, participate in hotel functions.
Use professional telephone etiquette in handling internal and external guest requests.
Use a work order system when necessary.
Assist with package and amenity deliveries.
Log receipts of packages delivered to guests.
Provide continuous updates, edits, reviews, and additions to the electronic guest database (list of guest preferences, birthdays, anniversary and other special dates, restaurants, service providers, etc.).
Take same-day reservations and, when necessary, future reservations following hotel rate structures and up-selling strategies.