Job Description
ESSENTIAL JOB FUNCTIONS:

• Create memorable experiences, personalize rewards and delight every guest, every Team Member, every time, taking pride in everything you do
• Inspire innovation, create a caring culture, take initiative, be accountable for your performance
• Delight our guests by providing best-in-class personalized service to every guest, every time, ensuring our guests are treated with the utmost respect and enjoy truly outstanding service before, during and after every visit
• Accurately perform all guest accounting functions according to established hotel procedure
• Follow established procedures and duties including but not limited to accurate record keeping; posting, settling, confirming completing charges; accounting functions; cash handling; billing inquiries; reservations; room assignments; baggage handling; valet vehicles.
• Required to stand for extended periods of time.
• Keeps immediate supervisor promptly and fully informed of all problems or unusual matters so prompt corrective actions can be taken.
• Oversee a secure and safe environment for employees and guest.
• Grooming must meet property standards.
• Greeting and welcoming hotel/casino guests in an energetic & enthusiastic manner.
• Invoking service recovery when appropriate.
• Accurately inform guests of shows, facilities, services and room amenities available as well as assist with special requests and present options when those requests cannot be met.
• Ability to handle multiple tasks with a sense of urgency.
• Ensure any and all communication is professional and that urgent matters are communicated to the appropriate staff.
• Own each and every guest interaction, being empowered to make the right decision to ensure guest satisfaction
• Oversees customer check-in, check-out, reservations, luggage transportation and special requests.
• Acts as a role model to other employees and always presents oneself as a credit to Harrah's.
• Report to Front Office Supervisors and Management for Hotel Front Office and Front Service departments.
• Ensures Front Office and Service staff behavior and appearance are in compliance with established policies.
• Handles customer problems/complaints and resolves in an effective and courteous manner.
• Supervises staff on shift and ensures proper staffing levels in order to provide high standard of service with minimum labor hours.
• Schedules lunch breaks and maintains employee attendance records.
• Assists Security in all emergency/security matters.
• Insures all audit/accounting/key functions are secure and monitored.
• Builds lasting relationships with guests.
• Spearheads maximization of hotel occupancy and average daily rate.
• Oversee a secure and safe environment for employees and guest.
• Keeps Hotel Leadership Team promptly and fully informed of all problems or unusual matters so corrective actions can be taken.

QUALIFICATIONS:

• High School Diploma or equivalent required.
• Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business.
• Must be 21 years of age.
• Must be able to obtain Missouri Gaming License.
• Must be able to work any day of the week and any shift, including holidays and weekends.
• Must have excellent customer service/communication skills.
• Knowledgeable in data entry, read and interpret output from a computer
• Ability to read, write and understand English.
• Must perform duties with a sense of urgency.
• Ability to use a computer.
• Must possess the ability to deal with a variety of people.
• Must possess the mathematical ability to add, subtract, multiply and divide.
• Must possess a polished, impeccable appearance and a professional demeanor.
• Must be detail oriented.
• Guest service experience required.

WORK ENVIRONMENT REQUIREMENTS:

• Must be able to work independently along with a team mentality.
• Must be able to bend, twist, turn, push and pull, as well as lift and carry above/below the shoulders a minimum of 25 lbs or more.
• Must be able to stand for prolonged periods of time or entire shift.
• Must be able to work at a fast pace and in stressful situations.
• Able to tolerate areas containing second-hand smoke, high noise levels, bright lights and dust.
• Must be able to read, write, speak and understand English.
• Must be able to maneuver around office areas, effectively work in high traffic areas and responds to visual and aural cues.
• Mathematical abilities including addition and subtraction/accurate record keeping strongly required.

Access to the following is required for all job functions:

• LMS Hotel Managers Menu
• GSW
• Comp Authorization (Service Recovery and Caesar's Rewards)
• Internet
• Email
• NKC Hotel Management email distribution
• Ivy
• Maximo
• Limo Anywhere
• Sonifi
• Chargerback
• Microsoft Lync
• InfoGenesis
• Access to Web Public Hotel drive

Must have the dexterity to grip and work necessary items (chips, 10 key adding machine, money bags, computers, money, etc.).
A completed checklist of the physical and mental demands incumbent to this position as well as the working conditions under which these duties are performed is available upon request. Those demands and conditions occurring on a consistent basis are deemed essential to the performance of these essential duties.
Non-Essential Qualifications:
Acts a role model to other employees and always presents oneself as a credit to Harrah's and encourages others to do the same. Adheres to all regulatory; company; department policies and procedures.
Education:

• High School Diploma or equivalent preferred.

Experience:

• Superior customer service skills required.
• Experience in data entry and in dealing with the public is required.
• Prior experience within the hospitality or related industry is preferred.

Abilities:

• Computer usage skills required.
• Proficiency in Microsoft Word, Office 97, Outlook, Excel, and LMS system knowledge is preferred.
• Strong interpersonal skills and are necessary.
• Must be able to work a flexible schedule including nights, weekends, and holidays.

NOTE: 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 and/or require that other or different tasks be performed when circumstances change (i.e.: emergencies, changes in personnel, workload, rush jo