Front Desk Agent (Harrah's Metropolis, Illinois)

JOB TITLE:

Front Desk Agent

POSITION CODE:

197595

GRADE:

DEPARTMENT:

Hotel

REPORTS TO:

Hotel Supervisor

PAY TYPE:

MINIMUM AGE:

BENEFITS:

$15 hr 21 yrs Medical, Dental, Vision, Life & Disability Insurance, 401(k), Paid Time Off, Education Assistance, Team Member Discounts

WE ARE CAESARS

At Caesars Entertainment, our Mission, Vision & Values reflect our unique purpose, providing people with possibilities and places to have fun. Our Mission, Vision & Values represent a unifying and inspiring way forward, and all Team Members are expected to uphold them.

• Our Mission: “Create the Extraordinary”
• Our Vision: “We create spectacular worlds that immerse, inspire and connect

you. We don’t perform magic; we create it with excellence.” * Our Values: “Blaze the Trail, Together We Win, All-In on Service” Our corporate social responsibility framework, People Planet Play, represents our continuous dedication to enhancing economic development, uplifting the wellbeing of our Team Members and their families, and making positive contributions to the communities we operate in.

JOB SUMMARY-

Responsible for welcoming guests and ensuring that each customer in the hotel is happy with the level of cleanliness and service

HOW YOU WILL CREATE THE EXTRAORDINARY-

* Greets and welcomes customers with a smile and takes pride in being a Harrahs team member. * Serves as Hotel representative and customer service role model for other employees.

• Knows special events, promotions, and player programs.
• Resolves customer issues according to the Handling Problem Situations model,

using Service Recovery tools. * Constantly seeks ways to improve friendly, helpful service and reduce customer wait time to positively impact department’s customer service ratings.

• Responsible for the accurate check-in and checkout of guests.
• Ensures that all guest contact is courteous, informative, and thorough.
• Ensures that Housekeeping cleans all rooms prior to issuing keys.
• Responsible for posting charges, settling folios for individuals, groups and

due outs communicated through Housekeeping. * Receives cash, credit cards and comps in payment, obtaining proper approval and authorization.

• Maintains an operating bank, renders bills and issues change.
• Provides reservations for Casino/Hotel guests, which includes restaurants,

and special events on property. * Ensures the timely delivery of all messages, mail and packages left for guests and departments within the Hotel/Casino. * Works closely with Executive Host to ensure that all complimentary and high-end amenity offerings are provided consistent with the agreed upon arrangements. * Empowered to ensure guests’ problems/complaints are resolved in a prompt, courteous and efficient manner using Service Recovery tools. * Maintains knowledge of Hotel, Community and Special Events to provide guests with superior service. * Demonstrates a positive and enthusiastic demeanor to guests, both internal and external always.

• Actively participates in maintaining a safe and spotless work environment.
• Cash register - follow all policies and procedures.
• Awareness of policy regarding credit cards, traveler's checks, error/refund

procedures. * Maintain the appearance of the store. Including duties such as dusting, filling, stocking, polishing, and keeping your register area filled and tidy. This also includes the understock and stockroom area and any other chores that your manager or Shift Supervisor may designate.

WHAT YOU WILL NEED

• High school diploma or equivalent required.
• Superior customer service skills required. Experience in data entry and

dealing with the public is required. * Proficiency in Microsoft Word, Office 97, Outlook, Excel, and LMS system knowledge is preferred.

• Cash handling experience preferred.
• Must be able to get along well with co-workers and work as a team. Must be

able to work a flexible schedule including nights, weekends and holidays as necessary. * Professional appearance and demeanor required. Strong interpersonal skills are required. * Harrah’s reserves the right to make changes to this job description whenever necessary.

ADDITIONAL REQUIREMENTS-

PHYSICAL - Must be able to: * Must be able to move in and around the Casino/Hotel areas and front desk areas through the entire shift.

• Must be able to stand for long periods.
• Must be able to bend, stoop, crouch, kneel, twist, balance, and work at a

desk.

• Must be able to lift and carry up to 10 pounds.
• Must have manual dexterity to be able to operate the following equipment:

computer, telephone, photocopy machine, fax machine, ten-key embosser, and printer and bar encoder. MENTAL - Must be able to: * Must be able to respond calmly and handle many customers’ demands in a fast paced environment.

• Responds to visual and aural cues.
• Communicate verbally, clearly, and articulately.
• Understand and comply with Policies and Procedures, Job Description, daily

memorandums, and other instructions.

• Must be able to work under stressful conditions.
• Work accurately with basic math skills

GAMING

Must have the ability to hold an Occupational License as required by the Illinois Gaming Board.

TOGETHER WE WIN

We believe in delivering family-style service—an approach that fosters warmth, connection, and a genuine sense of belonging. Our team treats every guest and colleague with the same care and hospitality we would extend to family, creating a welcoming environment built on respect, teamwork, and personalized attention. Whether assisting customers or collaborating with coworkers, we prioritize service that is thoughtful, supportive, and rooted in genuine relationships

DISCLAIMER

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

EQUAL EMPLOYMENT OPPORTUNITY

Caesars Entertainment is an Equal Opportunity Employer. Caesars Entertainment will not discriminate against any employee or applicant based upon a person’s race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectional orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class.

FLSA STATUS:

LEGAL EMPLOYER: MIL

MULTI-PROPERTY: NO

BONUS PLAN:NO

LICENSE(S):

EEO CODE: