Hotel Front Desk Agent - Full Time - Harrah's Gulf Coast

Caesars Entertainment•Biloxi, MS

About The Position

The Hotel Front Desk Agent provides superior guest service and builds customer loyalty while checking hotel guests in and out. The role delivers fast, accurate, and courteous service to internal and external guests and represents Harrah’s Gulf Coast as a customer-service role model. The agent maintains an orderly front desk, answers guest questions and calls, handles cash and payments, and ensures accurate room assignments, billing, and folio settlement. The position requires knowledge of hotel events, promotions, and attractions; adherence to safety, security, attendance, and company policies; and support for Caesars Rewards programs and guest offerings. The agent may complete training and cross-training for Rooms Coordinator and Night Auditor duties and perform other duties assigned by a supervisor. Work may involve any shift, weekends, and holidays in a fast-paced, noisy hotel environment, with extended periods of standing and walking.

Requirements

High school diploma or equivalent required.
Must be at least 18 years of age.
Must pass a drug test.
Must have excellent customer-service, communication, and presentation skills.
Must be able to initiate and engage in conversation in a professional and friendly manner.
Must have a professional, well-groomed appearance and comply with uniform and appearance requirements.
Must be willing to participate in ongoing training in hotel operations.
Must be able to work independently with little supervision and effectively as part of a team.
Must be comfortable working in a fast-paced, dynamic environment.
Must have computer skills, including operating hardware, software, and other technical equipment.
Must appreciate and be friendly with team members from varied ethnic and cultural backgrounds.
Must be able to accept direction from Senior Leadership.
Must be able to read, write, and speak English sufficiently to perform the job.
Must be available to work any shift, holidays, and weekends.
Must respond to visual and aural cues.
Must have manual dexterity to operate a computer, telephone, photocopy machine, and fax machine.
Must be able to use and wear a two-way radio with earpiece and other required equipment.
Must tolerate a loud and noisy environment.
Must stand and walk for extended periods and be able to sit, stoop, reach, and bend.
Must be able to lift 20 pounds.

Nice To Haves

Proficiency in Microsoft Word, Outlook, and Excel; LMS system knowledge preferred.
Previous cash-handling experience preferred.
Proficiency in basic math skills.

Responsibilities

Greet and welcome guests with a smile and maintain courteous, informative, thorough, and enthusiastic guest interactions.
Represent the hotel and model customer service in support of the Harrah’s mission statement.
Keep the front desk neat, presentable, and stocked with necessary supplies.
Seek ways to improve service and reduce guest wait times.
Answer guest questions and incoming calls promptly and professionally.
Perform cash-handling tasks according to established procedures.
Maintain knowledge of hotel operations, events, promotions, and attractions.
Check guests in and out accurately; verify rooms are clean before issuing keys and obtain the correct payment or credit-card authorization.
Review and accurately set up billing profiles before guest check-in.
Post charges, settle individual and group folios and due-outs, maintain an operating bank, render bills, and issue accurate change.
Follow departmental and property safety and security guidelines.
Complete training and cross-training and, when needed, perform job-related duties of the Rooms Coordinator and Night Auditor, including checking credit-limit reports, obtaining additional payment, answering telephones, and training new employees.
Meet attendance guidelines and comply with regulatory, departmental, and company policies.
Enforce Project 21 policies and procedures by monitoring for underage gamblers.
Promote Caesars Rewards, the Caesars Rewards App, Play by CR, and the Caesars Rewards Visa.
Suggest products, services, and experiences to guests.
Perform other duties as assigned.