What are the responsibilities and job description for the Guest Service Representative - Eldorado position at Ceasars Entertainment?
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.
- 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.
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