VIP Guest Service Agent, Hotel (Caesars New Orleans)

Hotel VIP Guest Service Agent is the primary point of contact for our distinguished guests, ensuring their stay is exceptional and tailored to their needs. This role involves registering VIP guests upon arrival, settle room accounts upon departure, follow-up and assist guests with accommodation throughout their visit while working closely with related departments to ensure extraordinary guest experience.

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Register guest upon arrival and departure, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established
• Anticipate guests’ needs, respond promptly and acknowledge all guests
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of: 
• all hotel features/services, hours of operation.
• all room types, numbers, layout, decor, appointments and location.
• all room rates, special packages and promotions.
• daily house count and expected arrivals/departures.
• room availability status for any given day.
• scheduled daily group activities.
• Obtain assigned bank and ensure accuracy of contracted monies and Keep bank secure at all times.
• Answer department telephone within specified number of rings determined by property guidelines 
• Advise guest of any messages, mail, faxes, etc. received for them.
• Communicate services and amenities of the hotel to guests.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• File registration cards and vouchers in bucket by room number.
• Document all guest requests, complaints or problems.
• Interact with resort staff in a professional manner, assisting other departments with necessary information
• Communicate all pertinent information to the Front Office Leaders
• Comply with hotel and departmental rules, regulations and policies for the safe, secure, effective and environmentally friendly operation of the hotel facilities. 
• Attend and participate in all hotel and/or departmental meetings, training sessions and other information meetings.
• Comply with hotel grooming standards for both uniformed and non-uniformed associates.
• Comply with hotel service and behavioral standards towards our guests, vendors and fellow colleagues, including, but not limited to ensuring proper phone etiquette, courteous and respectful behavior and maintaining a friendly and positive attitude.
• Perform all other duties as directed by management that are consistent with the policies and procedures of the hotel.

• Must be at least 21 years of age
• High school diploma or equivalent vocational training certificate required.  
• Some college or college degree preferred. Degree in hospitality management preferred.
• Strong interpersonal skills and outgoing personality.
• 2+ years experience in a service industry, preferably in the hospitality industry
• Must have excellent guest service skills, organizational skills and strong problem-solving skills
• Ability to utilize computer software and hardware required.   
• Ability to easily maneuver on computer keyboard required.
• Ability to comprehend and speak English to understand and respond to information and address advanced guest requests required both verbally and in writing. 
• Knowledge of additional language(s) preferred.
• Must be guest-service oriented and have excellent hospitality skills.
• Must be able to type at least 35 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 flexible to work weekend and holidays
• Must present a well-groomed appearance.

Additional Requirements:

• Able to work inside and continuously stand and/or maneuver around front desk area 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 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 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.

GAMING LICENSE: N/A