Rooms Controller- Full Time (Harrah's Atlantic City)
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About this role
Consistently demonstrates superior customer service skills by displaying outlined service behaviors. Maintains an upbeat and positive attitude, creates positive energy with gestures and sustains enthusiasm from one interaction to the next. Creates an atmosphere of luck and celebrates guest’s wins. Is ready to serve and is informed of daily information; builds relationships by greeting guests with a warm, friendly verbal greeting. Anticipates needs and provides fast, flawless service. Checks for satisfaction and effectively resolves service breakdowns when they exist. Promotes Total Rewards programs and card membership. Provides a warm farewell and thanks guests for visiting. $18.00 Per hour
Responsibilities
Responsible for the efficient operation of the rooming process including arrangements such as the pre-blocking, pre-registration and final check-in of casino and VIP guests based upon time of arrival, special requests and play based value. Authorized to view only the pre-approved room comping level; this position does not have authority to change information. Responsible for posting charges and settling folios for individuals and groups as well as resolving due-outs and completing express check-outs. Maintains accuracy within accommodation availability. Completes the non-zero balance report on a regular and on-going basis. Answers guests’ calls promptly and courteously and enters requests into dispatch system. Monitors the timeliness of response to each request and calls the guest back to ensure satisfaction. Responsible for the daily accurate completion of the Rooms Controller checklist. May be asked to assist at the Front Desk and support the Supervisor on duty with employee inquiries. Maintains an exceptional relationship with all hotel operations staff. Physically takes key checks and lost and found. Logs any out of the ordinary items and brings them to the attention of management. Expected to streamline departmental operations through the continuous assessment of policies and procedures, work processes and program effectiveness/value. Helps to maintain and enhance a safe, secure and comfortable environment for our guests. Empowered to ensure that customer’s complaints/problems/issues are handled in a effective, prompt and courteous manner. Demonstrates a positive demeanor to customers, both internal and external, at all times.
Qualifications
Excellent customer service skills required. High school diploma. Outstanding public relations, communication, and interpersonal skills. Professional appearance. Two years front desk experience. Working knowledge of the Atlantic City area.