Guest Service Representative - Eldorado (Reno)

Caesars Entertainment; Reno (NV); On-site; Full time

Job summary

A leading company in the hospitality industry is seeking a dedicated individual to assist guests with hotel billing and provide excellent customer service. The role involves answering calls, managing billing inquiries, and ensuring compliance with industry standards. Candidates should possess strong communication and mathematical skills, along with a high school diploma. Flexibility in scheduling is required.

Qualifications

• Excellent communication skills in English.
• Ability to perform above average mathematical skills.
• High School diploma or equivalent required.

Responsibilities

• Assist guests with hotel billing and requests.
• Answer front desk incoming calls and perform callbacks.
• Handle billing disputes and apply guest charges.

Skills

Communication

Mathematical Skills

Interpersonal Skills

Education

High School diploma or equivalent

Tools

PC Skills

Word

Excel

Job description

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Job Description

Starting at$16.00!

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.

ESSENTIAL DUITIES AND RESPONSIBILITIES (May include, but is not limited to the following)

• 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 THE ROW 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

KNOWLEDGE, SKILLS, AND ABILITIES

• 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.
• High School diploma or equivalent

PHYSICAL DEMANDS AND WORK ENVIRONMENT (May be required in order to perform the essential functions of the position)

• 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.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Essential duties must be performed with or without reasonable accommodation.

The above 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.

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 individuals’ religious beliefs or practices.

As a part of the new hire process, candidates will be required to complete a background check 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.