Vip Services Agent (FLV)

As a VIP Agent you will be responsible for providing an exceptional level of gracious hospitality to greeting and registering guests with a smile. The VIP Agent maintains and closes out guest accounts while standing at the Front Desk, utilizing a computer. The VIP Agent meets Caesars Entertainment high standards of quality and p erforms all duties in accordance with Caesars Entertainment policies within the realm of the Caesars Entertainment's Mission Statement.

The foundation of our service culture is based on team members acknowledging and greeting Guests and each other. We believe that everybody we encounter is our Guest -- our co-workers are Internal Guests and lodgers are External Guests. This is known as the Everybody Greet Everybody (EGE) .

ESSENTIAL JOB FUNCTIONS:

* Consistently use the 10-5 rule. At 10 feet away, make eye contact with the guest and smile. At 5 feet away, extend a friendly verbal acknowledgement to welcome the guest.

* Responsible for efficiently and accurately completing the Arrival and Departure of each guest.

* Extends an appropriate closing for all interactions, providing the guest with a feeling of exceptional service.

* Maintain energy and enthusiasm, willingness to serve, and consistently demonstrate property and company service standards for the duration of shift

* Exhibits a sincere desire and compliance to all guest requests, anticipates needs, proactively offers service/assistance, and offers personalized recommendations based on current events and offers without prompting.

* Provides reservations for guests, which includes shows, transportation, airline, restaurants, and special events both on and off the property.

* Verify and imprint credit/debit cards for authorization using electronic acceptance methods/LMS 1.4 Computer System; handle cash, make change, and balance an assigned house bank; accept and record vouchers, travelers' checks, and other forms of payment; perform moderately complex arithmetic functions using a calculator, post charges to guest rooms and house accounts using the computer.

* Answer phones within 3 rings with a smile using positive and clear communication following property/company telephone etiquette service standards;

* Proactively interact, respond to, and anticipate guest needs for service; inquiries regarding Hotel features, services, outlet hours, and room accounts through effective communication, guest assistance, direction, and information provided within company policies/guidelines in a courteous, professional manner. Projecting a positive and upbeat tone of voice, maintaining eye contact, smile, and positive body language.

* Empowered to resolve all guest issues, concerns and complaints by taking immediate ownership, offering solutions that the guest will value, utilizing guest service recovery methods, negotiating compromise, and authorizing allowances based on established empowerment guidelines. Record/document information regarding the guest complaint for proper follow up and escalate to a supervisor/manager in accordance with property/company standard operating procedures

* VIP Agent must comply with all Caesar Entertainment security guidelines and departmental SOP's (Standard Operating Procedures).

* Will demonstrate sense of urgency when assisting guests, maintaining a calm and composed look. Acknowledging others waiting by nodding its head and maintaining eye contact and smiling.

* When giving directions the VIP Agent will walk guest in the direction (at least 4 steps) requested instead of point. When an escort is not possible the agent should signal the right direction by stretching their arm and opening the palm of their hand.

* Interact with technology tools in order to give a sense of sophistication for the service deliver. Tools such as but not limited to: Cellphones, Computers, Touch Screens, Self Check in Kiosks; tablets.

* Front Desk Agent will balance daily transactions using LMS 1.4 computer program and manually count the house bank at completion of shift; turn complete/correct sign off into Night Audit.

Record/document information regarding the guest complaint for proper follow up and escalate to a supervisor/manager in accordance with property/company standard operating procedures

VIP Agent will have a deep understanding of company marketing efforts and be able to clearly describe options to guests. VIP Agent will coordinate efforts with Casino Marketing in order to maintain guest loyalty. VIP Agent will have clear understanding of the casino comp procedures and guest host relationship.

VIP Agent will hold themselves to the highest grooming and professional standards in accordance to company and departmental procedures. Attention to Detail : Able to be alert in a high-risk environment; follow detailed procedures and ensure accuracy in documentation and data; carefully monitor processes; concentrate on routine work details and organize and maintain a system of records.

Communication : Able to clearly present information through the spoken or written word; read and interpret complex information; talk with customers or clients; listen well.

Willingness to Serve : Able to demonstrate a high level of service delivery; do what is necessary to ensure customer satisfaction; deal with service failures and prioritize customer needs.

Integrity : Able to be tactful, maintain confidences, and foster an ethical work environment; prevent inappropriate behavior by coworkers; give proper credit to others; handle all situations honestly and lawfully.

Policies, Process & Procedures : Able to act in accordance with established guidelines written and unwritten; follow standard procedures in crisis situations; communicate and enforce organizational policies and procedures.

Respect : Able to adapt behavior to others' styles, interact with people who have different values, culture, or backgrounds, be of service to difficult people, optimize the benefits of having a diverse workforce. Able to develop rapport with others and recognize their concerns and feelings; build and maintain long-term associations based on trust; help others.

Team Centered : Able to share due credit with coworkers; display enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and solicit opinions from coworkers; display team spirit.

* Decision Making & Problem Solving : Able to take action in solving problems while exhibiting judgment and a realistic understanding of issues; able to use reason, even when dealing with emotional topics; review facts and weigh options.

QUALIFICATIONS:

High School Diploma required. 6 months front desk experience/ customer service required. College coursework is beneficial. Prior hospitality/LMS 1.4 experience preferred. Must be able to work well with coworkers and work as a team. Must present a well-groomed appearance. Strong Interpersonal and communication skills. Proficient in a second language would be beneficial.

Must be a self-starter with strong problem solving ability with minimal direction needed

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:

Candidates must be able to make eye contact with guests, converse in English, SMILE for their full shift remaining upbeat and positive, f ield guest complaints, conducting thorough research to develop the most effective solutions and negotiate results; listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc....

Candidates must be able to stand for long periods of time, be able to work inside, and continuously maneuver around the Front Desk area for periods of up to two hours at a time. Candidates must have the ability to respond calmly in busy situations, be able to tolerate areas with high noise levels and lift up to 30 pounds. Candidates must have good manual dexterity to be able to type, grab, grip, pull, hold, tear, sort, reach, and file appropriate paperwork. Candidates must respond to visual and aural cues and be able to read, write, and communicate directions in English clearly. Candidates must be able to operate the following equipment: computer, 10 key adding machine, electronic key machine, phones, SmartReg and Credit Card swiper, speed printer, fax machine, radios, and copier machine. Candidates must be able to continually evolve with technology in the workplace.

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.