Dual Rate Guest Services Rep/ Lead - Harrahs Hoosier Park (Full Time)

Caesars Entertainment; Anderson (AK); On-site; USD 38,000 - 54,000; Full time

Job summary

Caesars Entertainment is seeking a Guest Service Representative with the potential to assume Guest Service Lead responsibilities. In this role you will greet guests, assist in operations at the Rewards Center, and strive to deliver exceptional customer service.

Lead duties include supervising up to 25 team members in the absence of a Supervisor, training staff, addressing complaints, coordinating tasks, and ensuring compliance with policies and laws.

Qualifications

• High school diploma or GED or equivalent experience.
• 1–3 years related experience and/or training.
• Proficient in English with ability to read and interpret procedures.

Responsibilities

• Perform duties of a Guest Service Representative.
• Lead responsibilities supervising up to 25 employees in the absence of a Supervisor.
• Train staff, assign and direct work, address complaints, and resolve problems.
• Assist in implementing promotions and rewards programs at the Rewards Center.
• Coordinate passenger reservations and boarding passes; supervise Marketing Operations and Representatives.

Skills

Customer service

Communication

Team supervision

Education

High School Diploma or GED

Job description

Performs the duties of a Guest Service Representative and fulfills the duties as a Guest Service Lead when required.

When performing Lead Responsibilities, supervises up to 25 employees in the absence of a Supervisor in the Guest Services Department. Assists in the direction and coordination of this unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Responsibilities include training employees, assigning, and directing work, addressing complaints, and resolving problems

DIRECTLY SUPERVISES: None

• Assists in implementing all promotions, as they relate to the area of the Rewards Center.

• Assists in implementing and supervising all programs and procedures. Assists in achieving Rewards Club membership goals.

• Assists with the coordination of all Passenger reservations and boarding pass issuance.

• Assists in the daily operations of the Rewards Center area to include the supervision of Marketing Operations and Representatives.

• Implemented procedures to ensure the highest standards of courteous, prompt, and efficient customer service.

• Assists with the reporting and reconciliation of coupons and incentives, coordinates all customer inquiries and complaints.

• Administers require record keeping procedures, maintain responsibility for accurate forecasting of passenger volumes.

• Responsible to ensure continued growth in the company’s player database.

• Issues complimentary amenities consistent with Comp policy.

• Responsible for greeting all guests and promoting exceptional customer service.

• Promotes membership into the rewards program and educating patrons rewards club benefits.

• Inputs of all patron information not captured by reservations.

• Maintains daily procedures regarding the Rewards Club members which includes discerning appropriate identification, filing and record keeping.

• Maintains and balances a cash drawer.

• Responsible for coupons and newspaper promotions regarding cruises and promotions on property.

• Make public announcements or special announcements.

• Responsible for direct mail inquiries to include updating customer account information and related duties.

• Assists with the resolution of player complaints and problems.

• Assists with promotional item implementation, distribution, and redemption.

• Other duties assigned.

• Must be 21 years of age or older.

• Proficient in English verbal and written with the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or Team members of organization.

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or 1 to 3 year's equivalent combination of education and experience.

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs. Must be computer literate.

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

• Must have an outgoing, energetic and enthusiastic attitude. Must be comfortable initiating conversations and creating a fun environment with our guests.
• Flexible with working various shifts, weekends, holidays, and long hours if applicable. Due to the cyclical nature of the hospitality/entertainment industry, employees may be required to work varying schedules to reflect the business needs of the property.
• Responsible for fostering a fun environment, being gracious to all guests and co-workers, and for promoting a positive influence in the community and participating in company- sponsored events. Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures that behavior and appearance comply with established standards. Maintains a professional work environment with management and staff.
• Must be able to occasionally push/pull or lift up to 25 pounds.
• Specific vision abilities such as close vision, distance vision, color vision, depth perception, peripheral vision, and ability to adjust focus.
• Regularly required to sit, stand and/or walk 2-3 miles in a least 8-10 hours daily, use hands to finger, handle, or feel and talk or hear. reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl and. Occasionally it is required to sit and taste or smell and to climb and descend stairs and balance.
• Must be able to obtain and maintain a license from the Indiana Gaming Commission and Indiana Horse Racing Commission. Will require access to all general areas of the gaming and racing facility, back-of-house, restrooms, and must regularly access patron information and daily receipts.
• Ability to work in an environment where you are exposed to secondary smoke, occasionally exposed to outside weather conditions, and the noise level in the working environment is usually moderate.

• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.