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Front Desk Agent Lead (CLV) - Las Vegas, NV #7667625

Company: Caesars Entertainment Corporation

Date: 10/17/2020

City: Las Vegas, NV

Employment type: Full-time

Job Summary


The Hotel 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.


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

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 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.




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