Rooms Controller and Hold Agent

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.