About this Job
Mid-Senior level, full-time,
10,001+ personnel Hospitality
Position Description
In the absence of a supervisor, the Lead's responsibility is to oversee the daily activities of the nightly shift and ensure that each visitor receives a level of service and comfort that meets and/or exceeds Harrah's standards. The hotel's night audit tasks will be carried out by the lead guest services representative. Being able to move about the hotel lobby to connect with visitors and provide tailored help will be your responsibility as a Lead Guest Representative. You will be stationed behind an open kiosk station. As visitors come and depart from the hotel, a lead guest service representative must also meet them, check them in and out, assist with baggage if necessary, respond to queries, and develop lasting connections with our customers.
An outgoing, enthusiastic, sincere, and customer-focused demeanor is essential for this position since the Lead Guest Service Representative plays a crucial role in making an impression when our customers come and go as well as a key role in guiding their peers.
Important job duties
- Follows specified processes to register visitors at the hotel; interaction with Guest Service
- Representatives and Supervisors are required.
- Complete understanding of hotel room regulations and procedures; ensures that all subordinate staff comply with the standards.
- Cashiers are expected to follow established protocols, which include maintaining correct records, publishing guest charges, accepting cash payments, and handling billing disputes.
- Controls how room assignments and/or room departures are handled.
- Fills out nightly reports, such as the Daily Occupancy Report, Seven Star Arrival Report, Late Check-out Report, Cabana Rental Report, Over Credit Limit Report, Hanging Balance Report, Daily Buzz Planner, and other reports as assigned.
- Assist visitors by making an effort to accommodate unique requests for particular accommodations and offering alternatives when such needs cannot be fulfilled.
- Give customers accurate information on the performances, services, amenities, and amenities offered at Harrah's.
- As necessary, follow up with each visitor.
- Is technically capable enough to advise, direct, and instruct the GSRs in the day-to-day discharge of their responsibilities.
- Is capable of taking up the Supervisor's duties for any shift as needed.
- By giving the supervisor input, you may help with the routine evaluations of the allocated staff.
- Ensures that both internal and external guests get the best possible service.
- Up to ten hours a day of standing must be possible.
Other Job Duties
In the absence of a Supervisor or Valet Lead, oversee front services and valet
Experience and Education
- GED or High School Diploma needed
- 1-3 years of similar FrontOffice experience as a Guest Services Representative.
What we need
Qualifications
- The qualifications mentioned are an indication of the knowledge, skill, and/or ability needed to carry out the duties of this position.
- Experience in guest service is necessary.
- Must be able to perform all allocated shifts, including midnight shifts, with flexible hours.
- English speaking, reading, writing, and comprehension are required.
- A valid Arizona driver's license and a successful Mother Vehicle Report (MVR) are required.
- It is necessary to have computer knowledge and be proficient in Word, Excel, and Internet usage.35 wpm of typing speed.
- Must be able to multiply, divide, add, and subtract.must be focused on the details.
- Must be familiar with hotel and casino amenities.
- Must possess rudimentary local knowledge.
- Must be enthusiastic and approachable.
- Must always offer a polished look and professional manner.
- Must act urgently when doing obligations.
Physical Requirements and the Workplace
The physical requirements listed below are an accurate representation of what an employee must be able to do in order to properly carry out the fundamental duties of this job. Individuals with impairments may be given the opportunity to undertake necessary duties with reasonable accommodations.
- Must have the manual dexterity required to operate office equipment.
- The local surroundings must be included in the visual and aural range.
- Must be able to handle the high levels of stress that frequently come with interacting with the public and standing for extended periods of time.
- Be able to stand for at least 10 hours each day.
- Ability to lift up to 50 pounds of big or bulky objects.
- Ability to sit, stand, bend, squat, walk, and run is required.
- Must be able to work outside in challenging weather
Company's Disclaimer
Members of the Ak-Chin community and other recognized Arizona tribes are given preference.
This is not a complete list of all duties, responsibilities, requirements, efforts, or working circumstances related to the employment. The management retains the right to modify the present job or to demand that additional or alternative tasks be completed when circumstances change (such as crises, changes in people, workload, rush jobs, or technological improvements).
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