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Hotel Ambassador LD

Job Summary:
Provides aggressive hospitality in a friendly manner in accordance with the Harrahs Service Cycle and FOCUS. Oversees the work of the Front Desk Clerks. Greets and assists each guest in a friendly and courteous manner when checking them in and checking them out. Provides information and directions to guests regarding all services available on property. Resolves guest issues according to the FOCUS Handling Problem Situations model, using Service Recovery tools. Constantly seeks ways to improve friendly, helpful service and reduce customer wait time to positively impact department's customer service ratings.
Essential Job Functions:
Greets and welcomes customers with a smile, and takes pride in being a Harrahs team member.
Serves as Hotel representative and customer service role model for other employees.
Understands, values, and supports the Harrahs mission statement.
Knows special events, promotions, and player programs.
Resolves customer issues according to the FOCUS Handling Problem Situations model, using Service Recovery tools.
Constantly seeks ways to improve friendly, helpful service and reduce customer wait time to positively impact department's customer service ratings.
Provides superior customer service, positively effects interactions with customers and employees, and has the resiliency to deal with difficult customers in all types of business conditions and the ability to work harmoniously with co-workers.
Generates back up reports and analyzes discrepancies, rate variations, and credit reports.
Contributes and assists in the evaluation of employee performance reviews.
Provides and administers all new hire training.
Adheres to all regulatory, company and department policies and procedures.
Responsible for the accurate check-in and checkout of guests.
Ensures that all guest contact is courteous, informative and thorough.
Ensures that Housekeeping cleans all rooms prior to issuing keys.
Responsible for posting charges, settling folios for individuals, groups and due-outs communicated through Housekeeping.
Receives cash, credit cards and comps in payment, obtaining proper approval and authorization.
Maintains an operating bank, renders bills and issues change.
Provides reservations for Casino/Hotel guests, which includes, restaurants, and special events on property.
Ensures the timely delivery of all messages, mail and packages left for guests and departments within the Hotel/Casino.
Works closely with Executive Host to ensure that all complimentary and high-end amenity offerings are provided consistent with the agreed upon arrangements.
Empowered to ensure guest's problems/complaints are resolved in a prompt, courteous and efficient manner.
Maintains knowledge of Hotel, Community and Special Events to provide guests with superior service.
Demonstrates a positive and enthusiastic demeanor to guests, both internal and external at all times.
Qualifications:
High school diploma or equivalent required.
College degree preferred.
Minimum one-year customer experience preferred.
Superior customer service skills required.
Literate and fluent in English.
Experience in data entry and dealing with the public is required.
Previous experience in Hotel Front Desk preferred.
Career interest within the hospitality field or related industry is preferred.
Computer usage skills required.
Proficiency in Microsoft Word, Office 97, Outlook, Excel, and LMS system knowledge is preferred.
Must be able to get along well with co-workers and work as a team.
Must be able to work a flexible schedule including nights, weekends and holidays as necessary.
Professional appearance and demeanor required.
Strong interpersonal skills are required.
A working knowledge of the San Diego and North County is preferred.
Physical, Mental & Environmental Demands:
Must be able to move in and around the Casino/Hotel areas and front desk areas through the entire shift.
Must be able to stand for long periods.
Must be able to respond calmly and handle many customer demands in a fast paced environment.
Must be able to bend, stoop, crouch, kneel, twist, balance, and work at a desk.
Must be able to lift and carry up to 25 pounds.
Responds to visual and aural cues.
Must have manual dexterity to be able to operate the following equipment: computer, telephone, photo copy machine, fax machine, ten key embosser, printer and bar encoder.
Must be able to tolerate areas containing second hand smoke.
Harrah's reserves the right to make changes to this job description whenever necessary.
Preference is given to qualified Rincon tribal members and members of other federally recognized tribes.

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