Guest Service Representative - Eldorado (Reno)

Caesars Entertainment; Reno (NV); On-site; USD 36,000 - 48,000; Full time

Job summary

Caesars Entertainment in Reno, NV is seeking a Guest Billing Clerk to assist guests with hotel billing, billing requests, general information, and to run required reports. The role includes answering front desk calls and guest lines, applying charges, and coordinating with hosts to ensure guest services.

The position requires excellent English communication, strong math skills, a typing speed of 35 wpm, and proficiency with Word and Excel. PCI compliance and teamwork are essential to success.

Qualifications

• Excellent communication skills in English (read, write and speak)
• Ability to perform above-average mathematical tasks; 35 wpm typing
• PC skills including Word and Excel
• Ability to follow company policies and procedures
• Ability to build effective working relationships with staff and guests

Responsibilities

• Assist guests with hotel billing, billing requests, and general information, and run required reports.
• Answer front desk calls and guest lines; manage mail and communications for the department.
• Apply guest charges or comps to reservations and coordinate with hosts to ensure guest services.
• Handle billing disputes and process credit card authorizations.
• Maintain PCI compliance and support Sales/groups on billing inquiries.

Skills

Excellent communication

Typing 35 wpm

Microsoft Word

Microsoft Excel

English (read/write)

Customer service

Tools

Microsoft Word

Microsoft Excel

Job description

WE ARE CAESARS

At Caesars Entertainment, our Mission, Vision & Values reflect our unique purpose, providing people with possibilities and places to have fun. Our Mission, Vision & Values represent a unifying and inspiring way forward, and all Team Members are expected to uphold them.

Our Mission

“Create the Extraordinary"

Our Vision

“We create spectacular worlds that immerse, inspire and connect you. We don’t perform magic; we create it with excellence.”

Our Values

“Blaze the Trail, Together We Win, All-In on Service”

Our corporate social responsibility framework, People Planet Play, represents our continuous dedication to enhancing economic development, uplifting the wellbeing of our Team Members and their families, and making positive contributions to the communities we operate in.

Job Summary

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.

How You Will Create the Extraordinary

• 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

What You Will Need

• 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.

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.

TOGETHER WE WIN

We believe in delivering family-style service—an approach that fosters warmth, connection, and a genuine sense of belonging. Our team treats every guest and colleague with the same care and hospitality we would extend to family, creating a welcoming environment built on respect, teamwork, and personalized attention. Whether assisting customers or collaborating with coworkers, we prioritize service that is thoughtful, supportive, and rooted in genuine relationships.

DISCLAIMER

These statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position. The Company reserves the right to make changes to the job description whenever necessary.

As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre-employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre-employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre-employment screening may occur post-offer.

The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.

ADA

Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy-related conditions, or where a conflict exists between the position and an individuals’ religious beliefs or practices.

EQUAL EMPLOYMENT OPPORTUNITY

Caesars Entertainment is an Equal Opportunity Employer. Caesars Entertainment will not discriminate against any employee or applicant based upon a person’s race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectional orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class.