Hotel Ambassador Lead- Full Time, Hotel Front Operations (Harrah's SoCal)

Provides exceptional hospitality in a friendly manner in accordance with the Family-Style Service standards. Oversees the work of the Hotel Ambassadors. 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 FSS house rules. Constantly seeks ways to improve friendly, helpful service and reduce customer wait time to positively impact department’s customer service ratings.

Our ideal candidate:

• 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 Office 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. 

About the role:

• 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 Caesars mission statement. 
• Knows special events, promotions, and player programs. 
• Resolves customer issues according to the Family-Style Service house rules. 
• 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. 
• 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. 
• 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 always. 
• Maintains and coordinates team member breaks and conducts buzz sessions, so they are well informed. 
• Has a thorough knowledge of current service scores and takes the opportunity to share those with the team. 

A few more things:

• 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, greater than 6 hours. 
• Must be able to respond calmly and handle many customers’ 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 50 pounds. 
• Responds to visual and aural cues. 
• Must have manual dexterity to be able to operate the following equipment: computer, telephone, photocopy machine, fax machine, ten key embossers, and printer.
• Must be able to tolerate areas containing secondhand smoke.

Pay: $21.00 per hour, depending on experience.

The above is a minimal description of duties and responsibilities. Other work requirements may be necessary and assigned as the business needs evolve or change. Harrah’s Resort Southern California reserves the right to make changes to this job description whenever necessary. 

Harrah’s Resort Southern California is proud to be an Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a qualified individual with a disability or protected veteran. 

Preference is given to qualified Rincon tribal members and members of other federally recognized tribes. 

NOTE: By providing a mobile number, you agree to receive calls/texts to your number about your application, and other opportunities that may be of interest to you. You understand that, where applicable, messages may be sent using an automatic telephone dialing system and your consent to receive messages does not require you to make a purchase. 

“Join us in our battle against boredom! Creativity, innovation and inspiration welcome!”

Are you ready to take a step in the fun direction? Join the team at the fourth largest resort property in San Diego County!

Why would you to want to join our team? At Harrah’s Resort Southern California, making grownups smile is what we do best, which is why we stack our dream team with passionate, energetic, Funmakers. It’s a place where creativity, innovation and inspiration are always welcome! We provide a funner (we are in Funner, California after all!) culture which encourages and celebrates people being the best that they can be. It’s a special environment that you can’t find anywhere else!

Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy-related conditions, or where a conflict exists between the position and an individuals’ religious beliefs or practices.

The below statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position. 

The Company reserves the right to make changes to the job description whenever necessary.

As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre-employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre-employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre-employment screening may 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.

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