Guest Service Representative - Eldorado

Job Summary

Responsible for assisting guests with all aspects of hotel billing, billing requests, general information, and running all required reports. Also responsible for answering front desk incoming, administrative calls, and guest lines.

How You Will Create the Extraordinary

Runs referral/denial reports, leaves messages at appropriate rooms

Distributes a list of the rooms with outstanding balances, to the Manager on Duty (MOD)

Answers incoming calls within three rings and performs callbacks

Responsible for Non-Zero reports

Applies guest charges or comps to reservations and follows up with hosts to ensure guest services

Responsible for mail and fax distribution to the department

Responsible for the completion of all applicable credit card authorizations

Adhere to Payment Card Industry Data Security Standards (PCI Compliance)

Handles all billing disputes for the guest, businesses, account tracking, posting credit cards and credit card refunds

Works with sales and group sales to make sure all billing inquiries are handled

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

Exemplify our core values, family style service, our mission and vision

Exemplify our DEI (diversity, equity, inclusion) culture

Performs other job-related duties as assigned

What You Will Need

Excellent communication skills with the ability to read, write and communicate verbally in English

Ability to perform above average mathematical skills; type 35 wpm; PC skills, including Word and Excel

Ability to understand and comply with all company and departmental rules, regulations, policies and procedures

Ability to establish and maintain effective working relationships with staff and Guests.

High School diploma or equivalent

ADDITIONAL REQUIREMENTS

Work is performed in an office environment

Work may be performed in areas, which may be unusually hot, cold, noisy, smoky, dimly lit or brightly illuminated

Contact with staff and guests is necessary

Position requires Team Member to enter and exit from the Team Member entrance which entails 4 flights of stairs (40 steps)

Ability to move freely and easily

Requires constant sitting and standing

Communication via use of telephone

Frequent use of office equipment, such as computer, fax, calculator, and multi-line phone system

Reaching up to 24 inches

Ability to distinguish letters, numbers and symbols

Hand/eye coordination and normal vision range with absence of color blindness

GUEST SERVICE (INTERNAL/EXTERNAL) STANDARDS: Employee is required to meet and deliver our core values, service standards, and family style service.

PERFORMANCE REQUIREMENTS : Must have the ability to provide internal/ external guests with service excellence, have excellent communication skills and observation skills, and have an easygoing demeanor to ensure a fun and safe environment for our guests. Above average speech both speaking and reading/writing English. Need excellent interpersonal skills. Work requires schedule flexibility which may include days off, nights, weekends, holidays, and overtime as needed.

Job Info

Job Identification 89669

Job Category Hotel Operations

Job Schedule Full time

Locations The Row (On-site)