Lead Hotel Guest Service Agent

Greets and checks in/checks out Harrah’s/Caesars Republic hotel guests using specialized skills and personalized service, thereby ensuring a fun-filled, entertaining and exciting environment where flawless delivery and execution of four star services is paramount. Provides assistance and on-the-job work direction to Guest Service Agents.
 

• Reinforces department procedures and guides Guest Service Agents
• Oversees the administration of room assignments, room departures, guest account charges and payment receipts.
• Provides administrative office assistance.
• Provides input to supervisors for the periodic reviews of assigned personnel.
• Acts as liaison to housekeeping on Graveyard Shift to ensure smooth downtime operations.
• Generates and analyzes pre-downtime reports.
• Maintains manual rack of hotel during downtime each night.
• Replies to Internet reservation inquiries.
• Serves as liaison to IT to execute the date roll and to post room and tax.
• Maintains daily occupancy report statistics.
• Processes Travel Agent commission payments.

• High School Diploma or equivalent preferred
• Minimum of 2 years in a hotel front desk position or 1 year as a supervisor in a guest service position
• Literate and fluent in English
• Ability to type minimum of 35 WPM
• Excellent guests service skills
• Ability to handle difficult or stressful situations with tact and diplomacy
• Working knowledge of Word and Excel
• Good communication skills
• Above average mathematical skills
• Ability to maintain a professional demeanor in stressful situations
• Demonstrated leadership skills
• Must be self-reliant and resourceful
• Ability to demonstrate a pleasant and enthusiastic demeanor at all times.
• Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business
• Acts as a role model to other Team Members and always presents oneself as a credit to Caesars Entertainment and encourages others to do the same. 
• Adheres to all regulatory, company and department policies and procedures

ADDITIONAL REQUIREMENTS

• Must be able to stand for long periods of time (4 hours).
• Visual and auditory range must include immediate environment.
• Mobility to move about the property
• Must have the manual dexterity to operate a computer and other necessary office equipment. 
• Must have the ability to push, pull, reach, bend, twist, stoop, and kneel.
• Positions that have contact with the public require the ability to work in a noisy 
  environment, and may be exposed to guests who use tobacco products.  Also, non-public contact positions may be required to enter public areas from time to time, in connection with their duties, and may be subject to the same environment.