Guest Service Representative

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.

Responsibilities

• 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

Qualifications

• 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.