GUEST SERVICE SUPERVISOR

Caesars Entertainment; Shelbyville (IN); On-site; USD 35,000 - 55,000; Full time

Job summary

A leading entertainment company is seeking a dedicated individual to oversee daily operations of Players Club centers, ensuring excellent customer service and efficient handling of transactions. This role requires 1-3 years of casino marketing experience, strong analytical and interpersonal skills, and a commitment to fostering a positive environment. Join a dynamic team dedicated to delivering superior service and making a positive impact within the community.

Qualifications

• 1-3 years of casino marketing or slot host experience required.
• Supervisory experience is necessary.
• Ability to analyze marketing data.

Responsibilities

• Oversee daily operations of Players Club Centers.
• Provide superior level of guest service.
• Process player transactions for casino members.

Skills

Interpersonal Skills

Communication

Team Building

Problem Solving

Analytical Skills

Customer Service

Time Management

Education

High School Diploma or GED

College Degree (Preferred)

Tools

Microsoft Office

Excel

Word

Job description

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Oversees daily operations of Players Club Centers, promotions and other marketing areas.

• Responsible for the consistent execution of Players Club initiatives.

• Maintains customer information assuring the highest standards of data entry and confidentiality.

• Provide superior level of guest service.

• Maintain extensive knowledge of products, services, promotions, and programs.

• Responsible for processing all player transactions for casino player club members.

• Answers inquiries by clarifying desired information; researching, locating, and providing information.

• Answers incoming and make outbound telephone calls according to designated service and productivity standards.

• Solicits and identifies new gaming customers for the Players Club program.

• Must have the ability to make sound decisions in providing complimentary items based on tracked play.

• Excellent interpersonal, communication, team building and problem solving skills required.

• The ability to resolve stressful situations.

• Analytical skills and customer service required.

• Regularly communicate with team and manage time effectively.

• Responds promptly and discreetly to guest inquiries.

• Walk casino floor and identify uncarded patrons and influence new card sign-up when needed.

• Assist guests in high limit host office when needed.

• Must have the ability to organize and maintain a wide variety of activities on a supervisory, clerical, accounting and guest services level.

• Demonstrate a high degree of integrity and responsibility in handling IGRC assets, lists and promotions.

• Be knowledgeable of property, product, promotions, and events

• Assist premium customers with reservations and acquisition of amenities and work closely with casino operations to ensure that high limit players are recognized and acknowledged

• Update account information through utilization IGT Patron Management

• Act as a guest liaison, handle issues & resolve situations to insure smooth operations and excellent customer service.

• Follow all submissions, SOPs, and IGC requirements.

• Executes and announces casino promotions.

• Must be able and willing to work any shift and long hours when necessary to including working evenings, weekends, and holidays.

• Ability to perform multiple tasks in an efficient manner.

• All other duties assigned by management.

QUALFICATIONS

One to three (1-3) years casino marketing or slot host experience required; High School diploma or GED required, with a college degree preferred; or an equivalent combination of education and/or work experience. Supervisory experience is required. Must be able to analyze marketing and promotions data. Excellent interpersonal, communication, team building and problem solving skills required. Must possess the ability to resolve stressful situations. Analytical skills and customer service orientation required. Effective communication and time management skills, along with the ability to forecast time management needs of other is required. Proficient knowledge of Microsoft Office, Excel, and word is required.

REQUIRED PERSONAL COMPETENCIES

Responsible for fostering a fun environment. Responsible for being gracious to all guests and co-workers. Responsible 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 are in compliance with established standards. Maintains a professional work environment with management and staff.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Routine standing and walking; frequent reaching, bending, stooping and carrying/ handling/ moving weights up to 40 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to work in a smoking environment.

ACCESS TO GAMING FLOOR

Access to general gaming floor.