Rooms Controller and Hold Agent

RiseMe; Stateline (NV); On-site; USD 42,000 - 60,000; Full time

Job summary

Harrah's and Caesars Republic Lake Tahoe seeks a Front Desk/VIP Services coordinator to manage the room control center, VIP requests, and daily reservation status changes. The role supports guest satisfaction through proactive service and cross-department collaboration.

You will coordinate room assignments, ensure urgent needs are met, and liaise with housekeeping and marketing to maintain high guest service standards at one of Lake Tahoe's premier resorts.

Qualifications

• High School diploma or equivalent required.
• Minimum one year of 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.
• Typing speed of at least 25 wpm.
• Ability to pass a simple mathematics test.
• Ability to identify problems and resolve quickly.
• Ability to handle difficult guests with professionalism.
• Strong interpersonal skills and integrity in regulated business.
• Acts as a role model to team members and upholds company policies.

Responsibilities

• Coordinate diamond/seven star room assignments and various reservation requests.
• Collaborate with casino marketing, front desk and housekeeping to ensure guest service excellence.
• Meet guest needs and invoke service recovery when appropriate.
• Prepare daily agendas and manage express checkouts and extensions.
• Handle guest calls to Front Office/VIP and document requests.

Skills

High School graduate

Customer service

English fluency

Multitasking

Urgency & responsiveness

Oral and written communication

Typing speed 25 wpm

Basic maths test

Problem solving

Dealing with demanding guests

Interpersonal skills

Integrity in regulated environment

Education

High School diploma or equivalent

Job description

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.

Responsibilities

• 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.

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
• 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.

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.

Besides living in one of the Earth’s most beautiful locations you will join a company that understands how to treat employees. As an industry leader, Harrah's believes a successful company starts with satisfied employees. Whether it's professional advancement or personal recognition, Harrah's provides accolades and incentives as you move along your career path.