Guest Service Lead (Hilton Garden Inn) at Caesars Entertainment in Council Bluffs, Iowa

Job Description:

Full time position available.

This position is located at the Hilton Garden Inn which is linked to Horseshoe Casino, near downtown Omaha.

Benefits include health insurance (based on full-time status), tuition reimbursement (based on full-time status), free meals, free parking, employee activities, and more! All employees are able to enjoy free meals in our employee dining room while on shift. This includes sandwiches, salads, fresh fruit, cereal and a wide variety of beverages.

KEY JOB FUNCTIONS :

• Supports Supervisors in the leadership of the overall Front Desk operation for assigned shift for Harrah's Council Bluffs and Hilton Garden Inn at Horseshoe while promoting internal and external guest development.
• Observes service and seeks ways to improve positive and upbeat customer service and reduce customer wait time to positively impact department's customer service ratings.
• Supports Guest Service Agent development with training programs, established methods, procedures and guidelines, and high quality service.
• Maintains communication between departments, promotes guidance for teamwork, encourages employee ideas and feedback, and mentors and instructs GSA's.
• Responsible for coordinating work flow during shift to meet business demands and ensure customer satisfaction.
• Responsible for the overall integrity of daily operations, ensures compliance with all regulatory, internal control, and policies and procedures.
• Performs GSA job responsibilities throughout shift.
• Instructs assigned employees as to the safety policies and procedures and reports all safety hazards are eliminated. Ensures all employees are trained on OSHA regulations.
• Performs all other related and compatible duties as assigned.
• Acts as a role model and always presents oneself as a credit to the Company and encourages others to do the same.

EDUCATION and/or EXPERIENCE:

• Business or Hospitality related degree is desired.
• 1 year in guest services or operations.

QUALIFICATIONS:

• Must possess excellent communication skills.
• Ability to respond calmly and make rational decisions in stressful situations with co-workers, guests and vendors.
• Good oral and written communication skills including tact when dealing with difficult customers, must be fluent and literate in English.
• Must be able to manage multiple objectives and tasks simultaneously, and continually assess and re-set priorities.
• Must be a self starter and motivator and capable of working at times without constant direction.
• Excellent interpersonal skills and organizational ability.
• Must be proficient in Excel, Word, Power Point, Access and Microsoft Outlook.
• Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business

WORK ENVIRONMENT :

• Must be able to work in a fast paced environment.
• Must be able to work in areas containing dust, second hand smoke, varying noise and temperature levels, lighting, vibration, crowds and air quality.
• Must be flexible with schedule, including nights, weekends, and holidays as required.
• Must be able to listen and respond to visual and aural cues.
• Ability to stand and walk, and mobility to move easily around entire property for entire shift. Must be physically mobile with reasonable accommodations including ability to push and pull 50 pounds, and the ability to reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.
• Must have the manual dexterity to be able to type, grab, grip, pull, hold, tear, sort, reach, and file appropriate paperwork.
• Ability to stand and walk for entire shift and mobility to move easily around entire property.

Harrah's Council Bluffs, Horseshoe Council Bluffs, the Mid-America Center, and the Hilton Garden Inn, all part of Caesars Entertainment's expansive portfolio, are looking to bring the best talent from around the area to the Empire. We know that excellent service begins with our team members, which is why we are all inspired by the company's Mission, Vision, and Values and why we strive for greatness each and every day. From providing the best gaming experience with two casino properties to offering two hotels with varying amenities, and convention, meeting, and entertainment space perfect for events big and small, our teams and properties are here to serve the Council Bluffs-metro area no matter the need.

As a part of the new hire process, finalist candidates will be required to complete a drug test and background check prior to an offer being extended, except where applicable law requires that such pre-employment screening occur post-offer. The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.

Responsible for assisting Hotel Services leadership for shift at Harrah's and Hilton Garden Inn at Horseshoe.