ROOMS CONTROLLER and HOLD AGENT

Caesars Entertainment • Stateline, NV

115d

About The Position

The position involves consistently demonstrating superior customer service skills by displaying outlined service behaviors. The individual must maintain an upbeat and positive attitude, creating positive energy with gestures and sustaining enthusiasm from one interaction to the next. The role includes creating an atmosphere of luck and celebrating guests' wins, being ready to serve, and being informed of daily information. Building relationships by greeting guests with a warm, friendly verbal greeting is essential. The individual is expected to anticipate needs and provide fast, flawless service, checking for satisfaction and effectively resolving service breakdowns when they exist. Additionally, the role promotes Caesars Rewards programs and card membership, provides a warm farewell, and thanks guests for visiting. The responsibilities also include the efficient operation of the rooming process, which involves arrangements such as pre-blocking, pre-registration, and final check-in of guests based on their time of arrival, special requests, and play-based value. The position is authorized to view only the pre-approved room comping level and does not have the authority to change information. Responsibilities extend to posting charges and settling folios for individuals and groups, resolving due-outs, and completing express check-outs. Maintaining accuracy within accommodation availability and completing the non-zero balance report regularly is also required. The individual will handle incoming calls regarding same-day billing inquiries and is expected to streamline departmental operations through continuous assessment of policies, procedures, work processes, and program effectiveness/value. Furthermore, the role helps maintain and enhance a safe, secure, and comfortable environment for guests and is empowered to ensure that customer complaints, problems, and issues are handled effectively, promptly, and courteously. A positive demeanor towards customers, both internal and external, is expected at all times.

Requirements

• Excellent customer service skills required.
• High school diploma.
• Outstanding public relations, communication, and interpersonal skills.
• Professional appearance.
• Two years front desk experience.
• Working knowledge of the Atlantic City area.

Responsibilities

• Demonstrate superior customer service skills by displaying outlined service behaviors.
• Maintain an upbeat and positive attitude, creating positive energy with gestures.
• Sustain enthusiasm from one interaction to the next.
• Create an atmosphere of luck and celebrate guests' wins.
• Be ready to serve and informed of daily information.
• Build relationships by greeting guests with a warm, friendly verbal greeting.
• Anticipate needs and provide fast, flawless service.
• Check for satisfaction and effectively resolve service breakdowns.
• Promote Caesars Rewards programs and card membership.
• Provide a warm farewell and thank guests for visiting.
• Efficiently operate the rooming process including pre-blocking, pre-registration, and final check-in of guests.
• Post charges and settle folios for individuals and groups, resolving due-outs and completing express check-outs.
• Maintain accuracy within accommodation availability.
• Complete the non-zero balance report on a regular basis.
• Handle incoming calls regarding same-day billing inquiries.
• Streamline departmental operations through continuous assessment of policies and procedures.
• Help maintain and enhance a safe, secure, and comfortable environment for guests.
• Ensure customer complaints/problems/issues are handled effectively, promptly, and courteously.
• Demonstrate a positive demeanor to customers at all times.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Accommodation
• Education Level: High school or GED