VIP Guest Service Agent, Caesars Tower (Caesars New Orleans)
Job Overview
Employment Type
Full-time
Work Schedule
Flexible
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Career development opportunities
Employee assistance program
Job Description
Caesars New Orleans Casino & Hotel is a distinguished destination property located in the heart of New Orleans, Louisiana. As an integral part of Caesars Entertainment, the largest casino-entertainment company in the United States, this establishment is committed to offering exceptional guest experiences through a combination of innovative service, operational excellence, and a warm, welcoming atmosphere. Caesars New Orleans has been recognized as a top workplace in the region, honored as the "Best Places to Work" and named the "#1 Large Employer" in New Orleans by the Times-Picayune Top Workplaces program. The property represents a vibrant hub of entertainment, hospitality, and gaming, designed to immerse guests in spectacular worlds where every service interaction is made extraordinary.
Caesars Entertainment, the parent company, has a rich history dating back to 1937 in Reno, Nevada. Over the decades, Caesars has expanded through new resorts, acquisitions, and flagship brand development including Caesars®, Harrah's®, Horseshoe®, and Eldorado®. The company embraces a powerful mission, vision, and values statement that drives its team member culture globally: "Create the Extraordinary," crafting immersive and inspiring experiences with excellence, and fostering a collective spirit characterized by values such as "Blaze the Trail," "Together We Win," and "All-In on Service." This culture nurtures commitment to its employees, guests, and communities under its corporate social responsibility framework of People Planet Play.
The VIP Guest Service Agent role at Caesars New Orleans is a pivotal position within the front office team, designed to coordinate room vacancies, manage express checkouts, and adapt reservation statuses daily. This role demands close collaboration with multiple departments to ensure seamless, high-quality guest service and satisfaction. The agent acts as a vital link between guests and hotel operations, taking initiative to solve issues proactively and maintain communication across teams. In the absence of the Hotel Manager, the VIP Guest Service Agent is entrusted with the responsibility of overseeing department functions, embodying leadership, and setting an example for front office staff.
The job entails handling guest needs and special requests with sensitivity and efficiency, employing service recovery techniques when necessary to exceed guest expectations. Responsibilities include preparing daily agendas involving room upgrades, sales, and group assignments, responding promptly to phone inquiries, and working closely with housekeeping on VIP guest requests and room statuses. The ability to manage multiple administrative tasks such as checking and posting daily room counts, processing express checkouts, extending reservations, issuing keys, and monitoring repairs and maintenance issues is essential.
Candidates for this role must demonstrate excellent communication skills, strong multitasking abilities, and a customer-service-oriented mindset. The position requires a minimum of one year of customer service experience, proficiency in typing, and competency in basic math to handle transactions accurately. The role demands adaptability to various shift schedules, a polished and professional appearance, and physical stamina to maintain focus during long periods of standing and maneuvering around busy areas.
Working as a VIP Guest Service Agent at Caesars New Orleans provides an opportunity to be part of a dynamic team that values hospitality, teamwork, and continuous improvement. The company’s commitment to its employees extends beyond operational excellence; it fosters a workplace culture that emphasizes mutual respect, diversity, and inclusion. The successful candidate will find themselves at the heart of an environment where high standards of guest service meet genuine care for employee well-being, supported by extensive training and career advancement opportunities.
In summary, this role offers a rewarding career pathway within the prestigious Caesars portfolio, combining the excitement of a premier hospitality environment with the support and values of an internationally respected company. If you are passionate about guest service, thrive in fast-paced settings, and want to contribute to creating exceptional experiences, the VIP Guest Service Agent position at Caesars New Orleans is an ideal fit.
Caesars Entertainment, the parent company, has a rich history dating back to 1937 in Reno, Nevada. Over the decades, Caesars has expanded through new resorts, acquisitions, and flagship brand development including Caesars®, Harrah's®, Horseshoe®, and Eldorado®. The company embraces a powerful mission, vision, and values statement that drives its team member culture globally: "Create the Extraordinary," crafting immersive and inspiring experiences with excellence, and fostering a collective spirit characterized by values such as "Blaze the Trail," "Together We Win," and "All-In on Service." This culture nurtures commitment to its employees, guests, and communities under its corporate social responsibility framework of People Planet Play.
The VIP Guest Service Agent role at Caesars New Orleans is a pivotal position within the front office team, designed to coordinate room vacancies, manage express checkouts, and adapt reservation statuses daily. This role demands close collaboration with multiple departments to ensure seamless, high-quality guest service and satisfaction. The agent acts as a vital link between guests and hotel operations, taking initiative to solve issues proactively and maintain communication across teams. In the absence of the Hotel Manager, the VIP Guest Service Agent is entrusted with the responsibility of overseeing department functions, embodying leadership, and setting an example for front office staff.
The job entails handling guest needs and special requests with sensitivity and efficiency, employing service recovery techniques when necessary to exceed guest expectations. Responsibilities include preparing daily agendas involving room upgrades, sales, and group assignments, responding promptly to phone inquiries, and working closely with housekeeping on VIP guest requests and room statuses. The ability to manage multiple administrative tasks such as checking and posting daily room counts, processing express checkouts, extending reservations, issuing keys, and monitoring repairs and maintenance issues is essential.
Candidates for this role must demonstrate excellent communication skills, strong multitasking abilities, and a customer-service-oriented mindset. The position requires a minimum of one year of customer service experience, proficiency in typing, and competency in basic math to handle transactions accurately. The role demands adaptability to various shift schedules, a polished and professional appearance, and physical stamina to maintain focus during long periods of standing and maneuvering around busy areas.
Working as a VIP Guest Service Agent at Caesars New Orleans provides an opportunity to be part of a dynamic team that values hospitality, teamwork, and continuous improvement. The company’s commitment to its employees extends beyond operational excellence; it fosters a workplace culture that emphasizes mutual respect, diversity, and inclusion. The successful candidate will find themselves at the heart of an environment where high standards of guest service meet genuine care for employee well-being, supported by extensive training and career advancement opportunities.
In summary, this role offers a rewarding career pathway within the prestigious Caesars portfolio, combining the excitement of a premier hospitality environment with the support and values of an internationally respected company. If you are passionate about guest service, thrive in fast-paced settings, and want to contribute to creating exceptional experiences, the VIP Guest Service Agent position at Caesars New Orleans is an ideal fit.
Job Requirements
- Ability to read, write and understand English
- Ability to coordinate multiple tasks simultaneously
- Must perform duties with a sense of urgency
- Excellent oral and written skills
- High School graduate or equivalent
- Minimum one-year customer service experience
- Ability to type at least 25 wpm
- Ability to pass a simple mathematics test
- Ability to get along well with co-workers and work as a team
- Must be able to work any day of the week and any shift
- Must present a professional, clean and crisp appearance
Job Qualifications
- Ability to read, write and understand English
- High School graduate or equivalent
- Minimum one-year customer service experience
- Excellent oral and written communication skills
- Ability to type at least 25 words per minute
- Ability to pass a basic mathematics test
- Demonstrated ability to work well with co-workers and as part of a team
- Strong multitasking skills with a sense of urgency
- Professional, clean and crisp appearance
Job Duties
- Ensure that guest needs and special requests are met
- Invoking service recovery when appropriate
- Prepare daily agenda including upgrades, sales, junket groups
- Answer all phones directed to the Front Office
- Attend Housekeeping pre-shift meetings to communicate VIP guest information
- Check daily room numbers and post for staff and supervisors
- Manage guest requests with housekeeping and follow up accordingly
- Complete back to back reservation extensions
- Conduct express checkout and due out procedures
- Check in all unassigned rooms and prepare key packets
- Review sales group resumes and assign rooms
- Run and resolve over credit and non-zero reports
- Pre-assign hotel special requests
- Promote communication between all departments
- Handle room repair calls, notify facilities, place out of order rooms and follow through
- Cancel non-guaranteed reservations daily
- Balance room inventory one day in advance
- Run rooms revenue potential and manual override reports
- Check room availability and rates with city contacts
- Work as Front Desk Clerk as needed
- Complete paperwork and input transaction information
- Process cash and credit card transactions accurately
- Check guests in and out
- Adhere to attendance guidelines and company policies
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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