Job Summary
As a Hotel Agent at Horseshoe Casino, you will be the first point of contact for guests, ensuring a warm welcome and seamless service throughout their stay. You will manage check-in/check-out transactions, assist with reservations, provide information about hotel amenities and local attractions, and resolve guest concerns with professionalism and a positive attitude. This role requires excellent communication, strong problem-solving skills, and the ability to thrive in a fast-paced, guest-focused environment.
Essential Job Functions
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Process guest check-ins and check-outs accurately and efficiently.
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Register guests, assign rooms, and accommodate special requests when possible.
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Pre-register and block reservations; handle same-day and future bookings according to hotel rate structures.
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Respond to guest inquiries and complaints in a professional, courteous manner to maximize satisfaction.
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Provide guests with information about hotel services, local attractions, dining, shows, and entertainment.
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Assist with service recovery and act as a liaison to expedite guest requests.
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Troubleshoot guest issues such as billing discrepancies, in-room phone or movie problems.
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Maintain accuracy in cashiering, balance a $1,000 bank daily, and attach required paperwork to checked-out folios.
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Keep front desk stations clean, neat, and well-stocked with supplies.
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Prepare key packets and ensure brochures and promotional materials are fully stocked.
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Maintain a positive, professional, and welcoming demeanor at all times.
Qualifications
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1 year of experience in front desk, hospitality, or guest services preferred.
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Strong interpersonal and communication skills; excellent spoken and written English.
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Proficiency in a second language is a plus.
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6+ months of basic computer knowledge.
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Ability to multitask and handle high call volumes.
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Must be a team player and self-starter with strong problem-solving ability.
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Comfortable in a close-knit team environment with frequent guest interaction.
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Must be able to stand for an entire 8-hour shift and lift up to 25 lbs.
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Ability to tolerate secondary smoke (casino environment).
Physical, Mental & Environmental Demands
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Frequent standing, walking, reaching, stooping, and crouching.
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Ability to communicate clearly and effectively with guests.
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Must remain professional under pressure in a fast-paced environment.
About Horseshoe Casino & Hotel
Horseshoe Casino Tunica is the premier gaming destination of the Mid-South, offering over 1,300 slot and video poker machines, the largest table games area in the South, and a 25-table World Series of Poker® themed poker room. Guests enjoy top-tier entertainment at Bluesville, a 1,400-seat music venue, as well as exceptional dining experiences at Jack Binion’s Steakhouse, Village Square Buffet, and the area’s only Starbucks. The 14-floor hotel features 500+ luxury rooms and world-class service, making Horseshoe Tunica the ultimate destination for both gaming and hospitality.
Equal Opportunity Employer
Caesars Entertainment is an equal opportunity employer. We provide reasonable accommodations for applicants with disabilities, pregnancy-related conditions, or religious practices, as required by law. All candidates must successfully complete a background check and, where applicable, pre-employment drug screening.