VIP Guest Service Agent, Caesars Tower (Caesars New Orleans)

Caesars Entertainment•New Orleans, LA

9d•Onsite

About The Position

The VIP Guest Service Agent is responsible for coordinating all room vacancies, express checkouts, and other reservation status changes on a daily basis. Works closely with related departments to ensure excellent guest service. Acts as a role model for all front office staff and responsible for department in absence of a Hotel Manager.

Requirements

Ability to read, write and understand English.
Ability to coordinate multiple tasks simultaneously.
Must perform duties with a sense of urgency.
Excellent oral and written skills.
High School graduate or equivalent is required.
Minimum one-year customer service experience with ability to provide courteous, friendly and efficient service to all guests, every time, is required.
Must be able to type at least 25 wpm.
Must be able to pass a simple mathematics test.
Must be able to get along well with co-workers and work as a team.
Must be able to work any day of the week and any shift.
Must present a professional, clean and “Crisp" appearance.
Able to work inside and continuously stand and/or maneuver around front desk area and guest rooms for periods of up to eight hours at a time.
Able to respond calmly in busy situations.
Able to tolerate area with high noise levels.
Must be able to lift and frequently push or pull up to 60 pounds.
Must have good manual dexterity to be able to type, grab, grip, pull, hold, tear, sort, reach, and file appropriate paperwork.
Respond to visual and aural cues.
Able to read, write and communicate directions in English clearly.
Accurately count and balance bank ($1500.00) at the beginning and end of shift.
Process all cash and credit card transactions.
Able to operate the following equipment: computer, 10 key adding machine, safe lock key machine, phones, credit card machine, speed printer, fax machine and copier machine.
Demonstrates Caesars' Spotlight 5 behaviors: Initiates Friendly Greeting, Smiles and Makes Eye Contact, Demonstrates Upbeat and Positive Attitude, Checks for Satisfaction, Provides a Warm Farewell.

Responsibilities

Ensure that guest needs and special requests are met. Invoking service recovery when appropriate. Maximizing use of FOCUS skills.
Prepare daily agenda (upgrading, sales/junket groups, etc.)
Answer all phones directed to the Front Office.
Attend Housekeeping pre-shift to communicate information regarding groups, VIP guest, special requests, etc.
Check numbers for the day and post for the staff and to give to supervisors for pre-shift meetings.
Check status of “out of order" rooms.
Responsible for placing all guest requests to the housekeeping department, documenting the request and guest follow up.
Complete any back to back reservation extensions.
Complete all express checkout and due out.
Check in all unassigned rooms, making keys and giving key packets to Supervisor to bring to the front desk for customer pick-up.
Review Sales group resumes and block rooms based on special requests, etc.
Run and resolve the over credit report.
Run and resolve the non-zero report.
Pre-assign all hotel special requests.
Promote and maintain constant communication between all departments.
Receive all calls for rooms that need repair. Notify facilities, place “room out of order" and follow through until repair is completed and room is available for occupancy.
Cancel all non-guaranteed reservations at 6 PM (options on the main menu).
Balance room inventory one day in advance.
Run and complete Rooms Revenue Potential and Manual overrides.
Call around city for room availability and rates.
Able to work as a Front Desk Clerk as needed based on business demands.
Complete required paperwork for various front desk transactions and input information into the computer.
Process all cash transactions by accepting money or credit card and make the necessary change or card transaction accurately.
Check guests in and out.
Must be able to meet the attendance guidelines of the job and adhere to departmental and company policies.