Caesars Rewards Rep (Harrah's Philadelphia)

Job Description

Consistently demonstrates superior customer service skills to external and internal guests by displaying Spotlight on Success behaviors. Maintains upbeat, positive attitude, friendly and helpful demeanor, positive energy and enthusiasm from one interaction to the next. Utilizes smiles and frequent eye contact and friendly tone of voice to project warmth and friendliness. Creates an atmosphere of luck and celebrates customer wins. Is ready to serve and is well informed of daily facility hours of operation, promotional programs and any other relevant valuable guest information; builds relationships by greeting guests with a warm, friendly verbal greeting. Anticipates needs of the guest and provides fast, flawless service. Executes all service programs to assure prioritization of service to very best guests. Checks for satisfaction and properly use the Service Recovery process to resolve problems when they exist. Promotes Caesars Rewards programs and Caesars Rewards registration and membership. Provides a warm farewell and thank guests for visiting. Promotes Harrah’s and always projects Harrah’s in a positive light to guests.

This position is responsible for providing excellent guest service to our mid- to high-end guests by providing information such as special services and amenities available, as well as any special targeted player events. This position requires the successful candidate to deliver truly great customer service while performing all transactions.

• Ensures initial guest contact is courteous, informative, and thorough.
• Able to balance generic reel rewards and paperwork to reconcile banks.
• Able to order generic reel rewards from main bankers.
• Able to perform all transactions as per department and company policies and procedures under surveillance.
• Regulatory Compliance: must be willing to learn, understand and adhere to all Title 31 requirements for reporting, record keeping and generics handling procedures.
• Establishes and maintains positive customer contact directing mid- to high-end customer disputes to the appropriate authority.
• Performs general duties including phone, and computer terminal data entry.
• This position must possess skills as a problem solver in stressful situations as well as being task oriented with multiple responsibilities.
• Responsible for promoting the Caesars Rewards program and abiding by the supporting data entry standards.
• Able to form positive relationships with guests to communicate player worth and amenities information.
• Acts as a role model and presents oneself as a credit to Harrah’s and encourages others to do the same.
• Effectively executes property promotions events and entertainment with high level customer service expectations.
• Identifies ways to increase efficiencies or improve product or service.
• Communicates programs/services clearly to stakeholders, seeks their support and keeps them informed of changes that may impact the business.
• Keeps track of existing products/services and/or progress on new initiatives.
• Develops skills to handle increasingly complex matters.
• Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy.
• Politely gives consistent, timely and accurate information and finds answer when unsure.
• Greets customers as a company representative.
• Checks guests into events.
• Provide information pertaining to Caesars Rewards guests’ comp limit, special services and amenities available, as well as any special targeted player events.
  
  

Responsibilities

• Maintains professional appearance and demeanor throughout shift
• Follows all safety protocols and reports unsafe working conditions immediately
• Follows lost and found policies and procedures
• Plans, organizes and completes work timely
• Takes initiatives, shows ownership and goes above and beyond to assist guests with their needs
• Accepts feedback and coaching from supervisors
  
  

Qualifications

• Must be 18 years of age or older
• Proficient in English verbal and written
• Flexible to work various shifts, weekends, and holidays
• High School diploma or equivalent required, some college preferred.
• Must be able to pass mandated regulations and department testing.
• Previous customer service position required.
• Outgoing and positive personality needed.
• Must possess a friendly, helpful and upbeat demeanor and be able to project same over the telephone.
• Must maintain professional composure in all situations (e.g., demanding or angry customers and during period of high business volume).
• Excellent administrative and communication skills required.
• Knowledge of computer programs such as J-TERM, CMS, WORD, EXCEL. Thorough knowledge of internal comping guidelines preferred.
• Must be able to handle multiple tasks.
• Must be a team player. Able to change schedule with short notice.
• Must be willing to serve customers from a variety of backgrounds.
• Must be willing to work nights, weekends, and holidays and work overtime.
• Must be able to differentiate between various denominations of generic reel rewards.
• Must be able to obtain and maintain the appropriate license through the Pennsylvania Gaming Control Board
  
  

Additional Requirements

• Ability to push and pull up to 50 pounds
• Ability to lift and carry objects up to 30 pounds
• Ability to bend, stoop, twist, reach, and kneel repetitively
• Must be able to work from a standing position and/or walking motion for 8 to 10 hours with breaks.
• Ability to work in a smoking and pet-friendly environment
• Must have manual dexterity and coordination to operate office equipment (including computers, currency counters, and 10 keys) and handle generic reel rewards.
• Excellent oral and written communication skills.
• Must be able to work at a fast pace in mentally and physically stressful situations.
• Must present a well-groomed appearance.
• Must be able to respond calmly and make rational decisions when required.
• Must be able to listen and respond to visual and aural cues.
• Must have good close and medium range vision with the ability to distinguish between colors.
• Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality.
• Must be able to speak calmly with upset or angry guests.
• Must be able to tolerate areas containing second hand smoke.