Rooms Controller and Hold Agent

Caesars Entertainment; California (MO); On-site; USD 40,000 - 60,000; Full time

Job summary

Caesars Entertainment seeks a Front Desk VIP Coordinator to manage the rooms control center and VIP services. You will coordinate room assignments, express checkouts, and daily reservations while ensuring seamless guest experiences.

You will work closely with front desk, housekeeping, and casino marketing to satisfy guest requests, handle escalations, and maintain accurate occupancy. Strong English skills and multitasking are essential in this fast-paced role.

Qualifications

• High School graduate or equivalent is required.
• Minimum one-year customer service experience
• Literate and fluent in English
• Ability to coordinate multiple tasks simultaneously
• Must perform duties with a sense of urgency
• Excellent oral and written skills
• Must be able to type at least 25 wpm
• Must be able to pass a simple mathematics test
• Ability to identify problems/issues and resolve quickly
• Ability to handle difficult and demanding guests
• Strong interpersonal skills
• Uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business

Responsibilities

• Coordinate diamond/seven star room assignments, event reservation requests, limo reservation requests, wholesale reservation requests and same day room reservation requests.
• Work closely with related departments such as casino marketing, front desk and housekeeping to ensure excellent guest service.
• Ensure that guest needs and special requests are met; invoke service recovery when appropriate.
• Prepare daily agenda (upgrading, sales/junket groups, etc.).
• Answer all phones directed to the Front Office/VIP.
• Responsible for placing all guest requests to the housekeeping department, documenting the request and guest follow up.
• Complete back to back reservation extensions for day of extensions.
• Complete express checkouts and due outs.
• Monitor unassigned rooms and contact guest upon room readiness.
• Pre-assign all VIP special requests.
• Promote and maintain constant communication between all departments.
• Streamline departmental operations through the continuous assessment of policies and procedures, work processes and program effectiveness/value.
• Maintains accuracy within accommodation availability.
• Empowered to ensure that customer’s complaints/problems/issues are handled in an effective, prompt and courteous manner.
• Complete required paperwork for various front desk transactions and input information into the computer.

Skills

Customer service

Multitasking

English fluency

Typing 25 wpm

Interpersonal skills

Education

High School diploma

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

Manages the rooms control command center as “one-stop-shop” for all phone request and VIP services calls. Responsible for coordinating room vacancies, room assignments, reports, express checkouts, and other reservation status changes on a daily basis.

How You Will Create the Extraordinary

• Responsible for coordinating diamond/seven star room assignments, event reservation requests, limo reservation requests, wholesale reservation requests and same day room reservation requests. Ensures proper follow through if the involvement of other departments is needed.
• Works closely with related departments such as casino marketing, front desk and housekeeping to ensure excellent guest service.
• Ensure that guest needs and special requests are met.Invoking service recovery when appropriate.
• Prepare daily agenda (upgrading, sales/junket groups, etc.)
• Answer all phones directed to the Front Office/VIP.
• Responsible for placing all guest requests to the housekeeping department, documenting the request and guest follow up.
• Complete back to back reservation extensions for day of extensions.
• Complete express checkouts and due outs.
• Monitor unassigned rooms and contact guest upon room readiness.
• Pre-assign all VIP special requests.
• Promote and maintain constant communication between all departments.
• Expected to streamline departmental operations through the continuous assessment of policies and procedures, work processes and program effectiveness/value.
• Maintains accuracy within accommodation availability.
• Empowered to ensure that customer’s complaints/problems/issues are handled in an effective, prompt and courteous manner.
• Complete required paperwork for various front desk transactions and input information into the computer.

What You Will Need

• High School graduate or equivalent is required.
• Minimum one-year customer service experience
• Literate and fluent in English
• Ability to coordinate multiple tasks simultaneously.
• Must perform duties with a sense of urgency.
• Excellent oral and written skills.
• Must be able to type at least 25 wpm.
• Must be able to pass a simple mathematics test.
• Ability to identify problems/issues and resolve quickly
• Ability to handle difficult and demanding guests
• Must possess strong interpersonal skills
• Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business
• 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.
• Adheres to all regulatory, company and department policies and procedures

ADDITIONAL REQUIREMENTS

• Must be able to sit or stand for long periods of time.
• Visual and auditory range must include immediate environment.
• Mobility to move about the property
• Must have the manual dexterity to operate a computer and other necessary office equipment.
• Must have the ability to push, pull, reach, bend, twist, stoop, and kneel.
• Positions that have contact with the public require the ability to work in a noisy environment, and may be exposed to guests who use tobacco products. Also, non-public contact positions may be required to enter public areas from time to time, in connection with their duties, and may be subject to the same environment.

About Us

At Harrah’s and Caesars Republic Lake Tahoe, we want you as a partner in a win-win relationship. We want you to maximize your skills and talents to become the best you can be in your chosen field. We are proud to be one of the leaders in the hospitality business. One of the reasons our resorts have consistently received 4-Star and 4-Diamond Awards is because of the friendly, top quality people we hire to serve our guests. Harrah’s and Caesars Republic Lake Tahoe are located on the south shore of magnificent Lake Tahoe, America’s largest alpine lake and number one vacation destination. Visitors are drawn to Lake Tahoe’s year round recreation, which includes skiing and snowboarding in the winter months and hiking, fishing, mountain biking, golf kayaking, sailing and a plethora of other recreation opportunities in the spring, summer and fall. Add to this, the lively, round-the-clock gaming and indoor entertainment, world-class amenities, which include two heated pools , a full-service health spa, various restaurants, including the world renowned, Hell’s Kitchen, 1,254 rooms and suites plus excellent guest service, and you can understand why Harrah’s & Caesars Republic are popular choices for travelers and vacationers throughout the year.

At Harrah’s and Caesars Republic Lake Tahoe, we want you as a partner in a win-win relationship. We want you to maximize your skills and talents to become the best you can be in your chosen field. We are proud to be one of the leaders in the hospitality business. One of the reasons our resorts have consistently received 4-Star and 4-Diamond Awards is because of the friendly, top quality people we hire to serve our guests. Harrah’s and Caesars Republic Lake Tahoe are located on the south shore of magnificent Lake Tahoe, America’s largest alpine lake and number one vacation destination. Visitors are drawn to Lake Tahoe’s year round recreation, which includes skiing and snowboarding in the winter months and hiking, fishing, mountain biking, golf kayaking, sailing and a plethora of other recreation opportunities in the spring, summer and fall. Add to this, the lively, round-the-clock gaming and indoor entertainment, world-class amenities, which include two heated pools , a full-service health spa, various restaurants, including the world renowned, Hell’s Kitchen, 1,254 rooms and suites plus excellent guest service, and you can understand why Harrah’s & Caesars Republic are popular choices for travelers and vacationers throughout the year.

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.