Ø Must perform all duties and responsibilities of Level 1 Front Desk Agent JOB ESSENTIAL DUTIES AND RESPONSIBILITIES-Level 2: Ø Adhere to regulatory, departmental and company policies/procedures in an ethical manner Ø Facilitate guest check-in and check-out in satellite areas away from the main front desk such as Self Check-In, VIP Welcome and Concierge Ø Perform other tasks as assigned by supervisor or manager

Ø Adhere to front desk metrics, including average check in time and check ins per hour Ø Maintain high standards of courtesy, hospitality, friendliness, and professionalism Ø Display spotlight behaviors and Harrah’s Service Cycle training in every interaction Ø Cancel room reservations according to established procedures for Cherokee & Valley River properties Ø Troubleshoot all in-room movie/phone/billing problems Ø “Suggest” products, services, and experiences to our guests Ø Assist patrons by providing information about the property, hotel, promotions, events, direct mail offers, and room rates/availability Ø Informed about all property and brand events, initiatives, products, and services Ø Resolve and recover customer complaints to their satisfaction Ø Proactive with incidents and issues, ensuring resolution with employees and guests Ø Responsible for a bank, and for the fast and accurate billing of guest charges Ø Request PCW comps from the host team when applicable Ø Comp guest charges using reward credits Ø Familiar with and execute the billing for multiple group types Ø Handle guest check-in and checkout in accordance with hotel credit and cash policies in an efficient and friendly manner

Ø Dispatch internal calls for guests and employees Ø Receive hotel front desk calls, dispatch special requests, bell service, valet, and other amenities and services for hotel guests Ø Process same day reservations and when necessary future reservations following hotel rate structures and selling strategies Ø Learn and anticipate guest preferences and provide personalized service

Ø Anticipate and provide for VIP guest needs in advance of request Ø Perform guest registration and room assignments, accommodating special requests whenever possible

Ø Endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and our Mission, Vision, and Values JOB ESSENTIAL DUTIES AND RESPONSIBILITIES-Level 1: Respond to inquiries and complaints in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with or exceeding all standard operating procedures and service.

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