Rooms Controller - Full Time (Caesars Atlantic City)

Caesars Entertainment - Atlantic City, NJ

Atlantic City, NJ

Accommodation

About the position

The position requires consistently demonstrating superior customer service skills by displaying outlined service behaviors. The individual must maintain an upbeat and positive attitude, creating positive energy with gestures and sustaining enthusiasm from one interaction to the next. The role involves creating an atmosphere of luck and celebrating guests' wins, being ready to serve, and being informed of daily information. Building relationships by greeting guests with a warm, friendly verbal greeting is essential. The individual must anticipate needs and provide fast, flawless service, checking for satisfaction and effectively resolving service breakdowns when they exist. Additionally, the role includes promoting Caesars Rewards programs and card membership, providing a warm farewell, and thanking guests for visiting. The responsibilities also encompass the efficient operation of the rooming process, including pre-blocking, pre-registration, and final check-in of guests based on time of arrival, special requests, and play-based value. The position is authorized to view only the pre-approved room comping level and does not have the authority to change information. Responsibilities include posting charges, settling folios for individuals and groups, resolving due-outs, and completing express check-outs while maintaining accuracy within accommodation availability. The individual is expected to complete the non-zero balance report regularly, handle incoming calls regarding same-day billing inquiries, and streamline departmental operations through continuous assessment of policies and procedures. The role also involves helping to maintain a safe, secure, and comfortable environment for guests and ensuring that customer complaints are handled effectively, promptly, and courteously. A positive demeanor towards customers, both internal and external, is required at all times.

Responsibilities

• Demonstrates superior customer service skills.
• Maintains an upbeat and positive attitude.
• Creates an atmosphere of luck and celebrates guest's wins.
• Greets guests with a warm, friendly verbal greeting.
• Anticipates needs and provides fast, flawless service.
• Checks for satisfaction and resolves service breakdowns.
• Promotes Caesars Rewards programs and card membership.
• Provides a warm farewell and thanks guests for visiting.
• Operates the rooming process efficiently, including pre-blocking and pre-registration.
• Final check-in of guests based on time of arrival and special requests.
• Posts charges and settles folios for individuals and groups.
• Resolves due-outs and completes express check-outs.
• Maintains accuracy within accommodation availability.
• Completes the non-zero balance report regularly.
• Handles incoming calls regarding same-day billing inquiries.
• Streamlines departmental operations through assessment of policies and procedures.
• Maintains a safe, secure, and comfortable environment for guests.
• Handles customer complaints effectively and courteously.
• Demonstrates a positive demeanor to customers at all times.

Requirements

• 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.