Guest Service Representative - Silver Legacy (Reno)

Caesars Entertainment; Reno (NV); On-site; USD 32,000 - 42,000; Full time

Job summary

Caesars Entertainment is seeking a Front Desk Billing/Guest Services role responsible for assisting guests with hotel billing, billing requests, and running reports. The position handles front desk calls, guest inquiries, and coordinating with hosts on charges and comps, all within Caesars’ service standards.

Ideal candidates will have strong English communication, 35 wpm typing, and proficient Word/Excel skills, with flexibility for days, nights, weekends, and holidays as needed.

Qualifications

• Excellent communication skills in English (read, write, speak).
• Typing speed of ~35 words per minute.
• Proficient with Word and Excel; basic PC skills.
• Ability to follow policy and procedures; professional demeanor.

Responsibilities

• Assist guests with hotel billing, billing requests, and reports.
• Answer front desk lines and administrative calls; provide information.
• Distribute room balance lists to the Manager on Duty (MOD).
• Apply guest charges or comps to reservations and coordinate with hosts.
• Handle mail, fax, and credit card authorizations; ensure PCI compliance.
• Resolve billing disputes; coordinate with Sales/Group Sales as needed.
• Set an example for team members; uphold Caesars Entertainment standards.
• Maintain customer service and DEI culture in daily tasks.

Skills

Communication skills

English proficiency

Typing 35 wpm

PC skills

Tools

Word

Excel

Job description

Be the First to Apply

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.