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 guests in and out. The role delivers fast, accurate, and courteous service to internal and external guests and serves as a hotel representative and customer-service role model. The agent maintains a neat, well-stocked front desk; answers guest questions and calls; handles cash; and stays informed about hotel information, events, promotions, and attractions. The agent checks guests in and out, verifies room cleanliness before issuing keys, reviews billing profiles, posts charges, settles folios, maintains an operating bank, renders bills, and provides accurate change. The position follows property safety and security procedures and Project 21 policies, including monitoring for underage gamblers. The agent may complete training and cross-training and perform duties associated with Rooms Coordinator and Night Auditor roles, along with other assigned tasks. The role requires availability for any shift, holidays, and weekends, and involves standing and walking for extended periods in a loud environment.

Requirements

High school diploma or equivalent required.
Proficiency in basic math skills.
Excellent customer-service and communication skills, including the ability to initiate and engage in professional, friendly conversation.
Professional appearance and demeanor; must meet grooming and uniform requirements.
Must pass a drug test.
Must be at least 18 years of age.
Must be willing to participate in ongoing training in hotel operations.
Ability to work independently with little supervision and effectively in a team setting.
Ability to work in a fast-paced, dynamic environment and generate business.
Computer skills, including operating hardware, software, and other technical equipment.
Ability to appreciate and be friendly with team members from varied ethnic and cultural backgrounds.
Ability to read, write, and speak English sufficiently to perform the job.
Availability to work any shift, holidays, and weekends.
Ability to respond to visual and aural cues.
Manual dexterity to operate a computer, telephone, photocopy machine, and fax machine.
Ability to use and wear a two-way radio with earpiece and other required equipment.
Ability to tolerate a loud and noisy environment.
Ability to stand and walk for extended periods and to sit, stoop, reach, and bend.
Ability to lift 20 pounds.

Nice To Haves

Proficiency in Microsoft Word, Outlook, and Excel.
Knowledge of an LMS system.
Previous cash-handling experience.

Responsibilities

Greet and welcome guests in a friendly, professional manner and provide courteous, informative, and thorough service.
Represent the hotel and model customer service while supporting 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 applicable procedures.
Maintain knowledge of the hotel, property events, promotions, and attractions.
Check guests in and out accurately, confirm rooms are clean before issuing keys, and obtain 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 necessary, perform job-related duties for Rooms Coordinator and Night Auditor roles.
Complete other assigned duties, which may include 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 the area for underage gamblers.
Suggest Caesars Rewards, Caesars Rewards App, Play by CR, and Caesars Rewards Visa to guests.
Recommend products, services, and experiences to guests.
Participate in ongoing training in hotel operations.
Maintain a well-groomed appearance and comply with uniform and appearance requirements.
Work effectively independently and as part of a team, accepting direction from senior leadership.