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Front Desk Agent Lead (CLV)

Company: Caesars Entertainment
Location: Las Vegas
Posted on: December 5, 2019

Job Description:

Front Desk Agent Lead (CLV) 19000C8X 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. Job Summary The Front Desk 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. SUPERVISION EXERCISED: Direct: Front Desk Associates, Lobby Greeters Essential Functions: 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 Supportive Functions: 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 Physical Qualifications: 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. ***UNION EMPLOYEES INTERESTED WILL NEED TO INTERVIEW FOR VIP ASSOCIATE POSITION AND TRANSFER TO NON-UNION TO BE ELIGIBLE AS A LEAD.*** 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. Job Summary The Front Desk 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. SUPERVISION EXERCISED: Direct: Front Desk Associates, Lobby Greeters Essential Functions: 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 Supportive Functions: 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 Physical Qualifications: 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. ***UNION EMPLOYEES INTERESTED WILL NEED TO INTERVIEW FOR VIP ASSOCIATE POSITION AND TRANSFER TO NON-UNION TO BE ELIGIBLE AS A LEAD.*** NV-Las Vegas-Caesars Las Vegas Regular Entry Level

Keywords: Caesars Entertainment, Las Vegas , Front Desk Agent Lead (CLV), Sales , Las Vegas, Nevada

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