Casino Guest Service Representative

JOB SUMMARY:

Open Caesars Rewards accounts and provide customer information services to all patrons.  Greet/direct motorcoaches and Patrons. Assist in the execution of casino promotions and special events in various locations and entertainment performances in the Cherokee Events Center.

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES (LEVEL 1):

Ø  Endorse the business objectives, ethics and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision and Values

Ø  Enter new customer accounts into the database, verify existing accounts and ensure database accuracy

Ø  Greet customers as a company representative, providing information concerning casino programs, amenities, off-site attractions, hotels, restaurants, and Harrah’s Caesars Reward program

Ø  Display Spotlight behaviors, and present upbeat and positive attitude

Ø   Provide information about property and brand events, initiatives, products, and services

Ø  Offer and promote the Caesars Rewards VISA card

Ø  Occasionally greets motorcoaches; accurately distributing proper incentives and completing reports

Ø  Issue promotional amenities, coupons, and maintain accurate banks and inventory control records

Ø  Delight our guests with outstanding resort level service which includes creating a fun and exciting environment for the guest while working Promotions, Special Events & Entertainment

Ø  Proactive with incidents and issues ensuring resolution with employees and guests

Ø  Participative member of the team by volunteering and being involved in buzz sessions, projects, committees, and task forces by providing input and suggestions

Ø  Set-up chair and row numbering per floor plan

Ø  Remove all numbering from pavilion seats after shows

Ø  Scan tickets and direct guest in Showroom, Promotions and Special Events

Ø  Other duties as requested to deliver excellent service to internal and external customers

Ø  Maintain a clean and orderly work environment

Ø  Maintain environment of readiness pertaining to supplies, resources, and tools to perform job duties

Ø  Must work with multiple departments and employees throughout the casino in order to execute a seamless guest interaction; thereby creating a unique and memorable visit   

Ø  Execution of slot tournaments

Ø  Assist with WSOP registration desk duties when needed

Ø  Adhere to regulatory, departmental and company policies/procedures in an ethical manner

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES (LEVEL 2):

Ø  Demonstrate advanced proficiency in All Level 1 duties

Ø  Must have extensive knowledge of CMS/Enterprise bank

Ø  Greet motorcoaches, accurately distributing proper incentives to motorcoaches, and distribute Caesars Rewards Program to players across the casino floor by advertising the benefits

Ø  Possess money-handling skills will handle large amounts of FSP vouchers daily

Ø  Responsible for extreme accuracy of bus patron information in Group Sales

Ø  Demonstrate proficiency in completing motorcoach reports

Ø  Complete all paperwork accurately 

Ø  Demonstrate a high level of guest service skills

Ø  Flexible to work additional hours, shifts and days off when needed and flexible with daily assignments

Ø  Execute Slot Tournament, run tournament computer, and/or complete necessary paperwork

Ø  Strong Performer rating on last performance appraisal (must complete 90days as a Level 1 with SP or above rating)

Ø  All other duties and responsibilities of CSR Level 1

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES (LEVEL 3):

Ø  Demonstrate advanced proficiency in All Level 2 duties

Ø  Defuse and handle customer disputes

Ø  Frequently boards and greets buses

Ø  Work with crowd control

Ø  No disciplinary action in file above a documented coaching

Ø  Minimum rating of Strong Performer

Ø  Proficient in Motor coach programs to include reporting, issuing voids for bus patrons and adding buses to the Group Sales program

MINIMUM QUALIFICATIONS:

Ø  High school diploma or GED required

Ø  Six months customer service preferred

Ø  Six months computer experience preferred

Ø  Six months Sales experience preferred

Ø  Must demonstrate the following essential knowledge and skills:

Ø  Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook

Ø  Ability to subtract, multiply and divide numbers is essential

Ø  Attention to detail

Ø  Strong interpersonal skills

Ø  Ability to handle multiple priorities in a fast-paced environment

Ø  Willing to learn and to be adaptable

Ø  Neat, professional appearance with excellent personal hygiene

Ø  Get along with co-workers and work as a contributing member of a team

Ø  Organization and time management skills

Ø  Excellent oral, written and public communication skills

Ø  *Knowledge of CMS and eBank

       *Not required at time of hire; may be learned in probationary period agreed upon at time of hire

PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:

Ø  Must be physically mobile with reasonable accommodations.

Ø  Must be able to respond to visual and aural cues

Ø  Must be able to operate in mentally and physically stressful situations

Ø  Must be able to attend to multiple tasks simultaneously

Ø  Must be able to lift up to 40 pounds and carry up to 40 pounds

Ø  Must be able to stoop, bend, reach, kneel, twist and grip items

Ø  Must be able to stand for extended period of time

Ø  Must have the manual dexterity and coordination to operate office equipment, including, PC computers, fax machine and photo copier

Ø  Must be able to read, write, speak and understand English

Ø  Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds and air quality including secondhand smoke

Ø  Must be able to work a flexible schedule including weekends, evenings and holidays

This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job.  Harrah’s Cherokee Casino Resort reserves the right to make changes to the above job description whenever necessary      9.9.20