Caesars Rewards Representative/Dual Rate Supervisor Regional

2 months ago

New York, New York, United States Caesars Entertainment Full time

Job Duties:

  • Responsible for maintaining daily procedures regarding Caesars Rewards members and functions, which includes discerning appropriate ID, filing, record keeping and computer coding of applications.
  • Interacts with all casino related departments.
  • Promotes positive customer service.
  • Responsible for direct mail inquires to include updating customer account information, but not changing player rating information.
  • Assists with the resolution of player complaints and problems.
  • Has view only access to E-Promo account information.
  • Regular attendance for scheduled work required.
  • Provides Family Style Service at all times.
  • May perform other duties as assigned.
  • Analyzes computer information as it pertains to the structure of the Caesars Rewards Club.
  • Greeting daily Line Runs and Charters while providing Family Style Customer Service.
  • Reconciling Bus Coupons
  • Always visible and available to listen to guests concerns and quickly attempts to remedy the situation.
  • Always is available to assist with other duties when required to do so, or as directed by the supervisor.

Minimum Qualifications

  • High school diploma or equivalent experience preferred.
  • Knowledgeable of general information regarding facilities, and amenities; skilled in both casino and hotel computer systems.
  • Required to perform the customer service standards of the department.
  • Knowledgeable of the Casino Control Act and Attendant Regulations, as well as company internal controls, policies, and procedures.


ESSENTIAL FUNCTIONS:

Inspires others with a clear direction by understanding and demonstrating a high level of commitment and energy in all endeavors. Consistently demonstrates superior customer service skills and acts as a positive role model for all employees. Conveys positive energy and enthusiasm focusing on the guest interaction. Continuously improves service by evaluating service breakdowns using guest feedback, data and behavior. Communicates service breakdowns and team plans in buzz sessions and facilitates opportunity-seeking meetings to consistently involve all team members in service improvements. Immediately addresses service breakdowns and follows up to ensure guest satisfaction. Keeps team well informed of property promotions and events. Develops highly skilled, successful employees, sets realistic and measurable service standards and holds employees accountable for meeting them. Clearly communicates and enforces company expectations including Code of Commitment, policies, procedures, department goals and business strategy. Addresses employee performance issues, coaches for improvement and provides ongoing feedback. Uses EOS data to improve the workplace, listens and responds to employees, recognizes and rewards individual and team performance. Consistently follows company policies, procedures and industry regulations, maintains accurate and up-to-date employee records, and completes performance reviews timely. Takes personal responsibility for creating an atmosphere of luck.

Performs the following for Caesars, Harrah's and Tropicana Atlantic City: Directly responsible for all staff, guest and interdepartmental interactions in the Caesars Rewards, Bus Operation, and Box Office areas during assigned shift. Responsible for promoting the Caesars Rewards program and implementing superior customer service delivery relevant to achieving company and department CSA goals. Disseminates information on upcoming events to all impacted departments. Monitors customer service levels for all areas of responsibility, ensuring 100% guest satisfaction. Assists with interviewing, hiring and training team members. Promotes department efficiency by staffing each area commensurate with customer volume. Determines staffing needs and work schedules necessary to implement promotional events. Handles customer problems and complaints during assigned shift ensuring maximum customer satisfaction. Coordinates arrangements for patrons coming by charter bus and daily "on-line" service. Responsible for the acceptance, inventory, assignment for distribution or reconciliation of coupons, which are ultimately considered in the calculation of gross revenue. Requests and is accountable for cash/coin for applicable events. Evaluates complimentary issuance decisions and provides guidance for same ensuring consistent application of complimentary issuance program. Maintains department stock inventory records replenishing promotional stock as necessary. Responsible for compliance with all regulatory requirements within area of responsibility.

EDUCATION/SKILLS/EXPERIENCE:

Some College coursework and/or degree preferred. Minimum one year in supervision of an operations staff. Experience with player rating and complimentary issuance systems strongly preferred. Bookkeeping skills, able to maintain orderly and timely records. Fluent in English. Capable of reading and writing in English. Must possess pleasant outgoing personality, as well as excellent supervisory, administrative, interpersonal, organizational, employee-motivational and problem‐solving skills. Ability to direct and prioritize problems accordingly. Ability to handle fluctuating schedule. Excellent communication skills (both written and verbal), basic math and computer skills required (Microsoft WORD, CMS and WINet preferred).

DISCLAIMER:

"This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, effort or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technical developments)."

Caesars Entertainment is the most prominent brand in gaming in the Atlantic City region, with three leading resorts including Tropicana Atlantic City, Caesars Atlantic City, and Harrah's Resort. Caesars' Atlantic City Empire, and its iconic brand of hospitality, has celebrated over 40 years of success in the community which it serves. From Caesars and Tropicana, situated beachside on the world-famous Atlantic City Boardwalk, to Harrah's Resort, located in the City's sophisticated Marina District, Caesars Entertainment is committed to offering its guests exceptional service and memorable experiences on every visit. As the largest employer in Atlantic County, New Jersey, Caesars' legacy is deeply-rooted in its commitment to the community and its team members, helping to make Atlantic City great place to both work and play.

Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy-related conditions, or where a conflict exists between the position and an individuals' religious beliefs or practices.

The below statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position.

The Company reserves the right to make changes to the job description whenever necessary.

As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre-employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre-employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre-employment screening may occur post-offer. The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.

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