Caesars Entertainment is the world's most geographically diversified casino-entertainment company. Since its beginning in Reno, Nevada, more than 75 years ago, Caesars has grown into a family of affiliated resort casinos on four continents. Caesars-affiliated casino resorts operate primarily under the Harrah's, Caesars and Horseshoe brand names. Affiliates of Caesars also own the World Series of Poker and the London Clubs International family of casinos. The Caesars Entertainment family's success is a result of an unblinking focus of building loyalty and value with guests through a unique combination of great service, excellent products, unsurpassed distribution, operational excellence and technology leadership. Caesars and its affiliates are committed to environmental sustainability and energy conservation and recognize the importance of being a responsible steward of the environment.
Team members of the Caesars family of resort casinos are driven by our Mission, Vision, and Values. We take great pride in living our values Integrity, Service with Passion, Celebrating Success, Diversity, Caring Culture, and Ownership every day. Our mission "We inspire grown-ups to play" fuels our passion for an exciting guest experience and a rewarding career. If you have the desire to create memorable experiences, personalize rewards and delight every guest, every team member every time, we invite you to explore our dynamic yet unique career opportunities.
The Hotel Lead monitors the daily operations of the front desk, while managing the hotel's room inventory, assisting internal and external customers, and providing conflict resolution to dissatisfied guests.
Comply with all standards, policies and procedures as specified in both the Company and departmental handbook
Provide the guest with professional telephone and face to face etiquette for registration, requests, questions and complaints
Provide conflict resolution through the guest recovery process including monetary compensation when needed
Assist guests while completing multiple tasks concurrently, including but not limited to: answering phone calls, completing reports, checking guests in and out, and managing room inventory
Facilitate inter departments cooperation needed to accommodate guest requests
Ensure all front office staff is up to date on current property information, including but not limited to: rates, availability, promotions, packages, etc.
Manage the daily operations of the Front Desk
Assist with special projects as requested
Participate in scheduled meetings as requested
Maintain a clean, safe, stocked and well organized work area
Stay abreast of all pertinent information as it is updated
Maintain a working relationship with peers and provides a high level of internal customer service
Regular attendance is essential to the successful performance of the position
Provide feedback to upper management as needed
Expedite various reports based on given time parameters and accuracy
Proficient in Outlook, Word, Excel and PowerPoint
Job Specific Requirements:
Constantly monitor staff performance in all phases of service and job functions.
Approve Cashier Sign Offs
Assist with pre keying groups and room tours
Monitor daily hotel inventory ensuring all related tasks are completed, including but not limited to: room changes, discrepancies, due outs, tower blocks, VIP / Admin room blocks, off the market / out of order rooms, and etc.
Provide follow up phone calls to guest issues and inquires
Facilitate relocate procedures if needed
Ensure daily scheduling is followed, including lunches and breaks while making adjustments as needed
Complete spotlight 5 shops
Provide timely assistance to the front desk agents regarding guest disputes and issues
Track the daily inventory through the count board
Assign windows to effectively manage wait time
Non Physical Qualifications:
Willingness to learn external benchmarking of best practice learning and partnering with other departments to develop and share curriculum.
Must have demonstrated ability to take initiative, be detail oriented and self-motivated
Must show ability to be proactive to associate and guests needs
Must be able to operate and be held accountable without immediate supervision present
Must posses Strong Leadership and interpersonal skills
Must be able to stand up or sit down up to 10 hours per day Length of time may vary
Requires grasping, writing, standing, sitting, walking, repetitive motions, listening, hearing ability and visual acuity
Speaking and listening occur continuously in the process of communication with guest, management, and team members.
Vision occurs continuously with the most common visual functions being those of near vision and depth perception
Must be able to operate office equipment such as computers, printer, multi touch tone phones, filing cabinet, fax machines, photocopiers and other office equipment.
Must be able withstand loud noises and smoke for long periods of time
THE ABOVE DESCRIPTION DENOTES SOME OF THE SPECIFIC CHARACTERISTICS WHICH
ARE NECESSARY TO PERFORM THE PRINCIPLE FUNCTIONS OF THE JOB AND ARE NOT INTENDED TO BE A DESCRIPTION OF ALL THE WORK REQUIREMENTS THAT MAY BE INHERENT IN THE POSITION.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Caesars Entertainment reserves the right to make changes to the job description whenever necessary.
As a part of Caesars Entertainment's employment process, finalist candidates will be required to complete a drug test and background check prior to an offer being extended. Caesars Entertainment Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.
Caesars Entertainment Corporation