Customer Service Representative
3 weeks ago
Location:
Location:
Customer Service Representative - Wynn Rewards (Steady Extra) Encore Boston Harbor in Everett, MA at Encore Boston Harbor **Location:**
**Experience:**
Not Specified **Job Description**
**ABOUT ENCORE BOSTON HARBOR**
Encore Boston Harbor is a luxury global destination gaming resort that features 671 hotel rooms with sweeping views of the Boston skyline and Boston Harbor, ultra-premium spa, luxury retail, high-end dining, and state-of-the-art ballroom and meeting spaces. At a total cost of $2.6 billion, it is the largest private single-phase development in the history of the Commonwealth. Situated on the waterfront along the Mystic River and connected to Boston Harbor, Encore Boston Harbor includes a six-acre park along the water that features a harbor walk, an events lawn, public viewing areas, ornate floral displays and retail and dining experiences that overlook the Encore Harbor Walk.
**The Encore Boston Harbor Representative Wynn Rewards**is responsible for new enrollments in the loyalty membership program as well as greeting and assisting patrons by addressing inquiries while maintaining all Encore Standards on the casino floor. Assists with executing casino marketing events, such as special events, contests, and giveaways. Responsibilities include but are not limited to maintaining all Encore Standards and ensuring excellent guest and team member experience. guest and team member experience.
**JOB RESPONSIBILITIES:**
* Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied.
* Participate in the execution of short-and long-term departmental goals, objectives, policies, and operating procedures; monitors and evaluates operational effectiveness; effects changes required for improvement. Identifies key drivers of success.
* Actively contributes to departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.
* Verifies that all applicable internal policies, federal and state laws, rules, regulations and property-wide controls are enforced within the department.
* Delivers and maintains a maximum level of service.
* Contributes to company-wide communication and best practices.
* Keeps informed of all new developments within the department.
* Manages multiple priorities simultaneously and meets deadlines, often in stressful and high-pressure situations.
* Ensures guests receive exemplary customer service when explaining, instructing and assisting guests with the fundamentals of the loyalty membership program
* Efficiently and accurately create and maintain loyalty membership accounts as needed.
* Encouraging participation in the loyalty membership program, explaining all promotions and marketing material, property information and ensure a positive and friendly atmosphere along with supplying excellent customer service.
* Enrolls customers into the loyalty card program, updates existing information, issues cards and emphasizes the rewards and benefits of the card program.
* Assists casino marketing department in promotions and events as needed.
* Works with safety as a priority and follows department and company safety standards.
* Maintains relevant knowledge of industry through continuing education and training.
* Performs any other job-related duties as assigned.
**Job Requirements**
To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
**Age, Gaming and Certifications:**
21 years of age or above.
Will be required to obtain and maintain registration or a license issued by the Massachusetts Gaming Commission.
**Education and/or Experience:**
High school degree or equivalent preferred. Hospitality, Casino or Loyalty Program experience preferred.
Strong Computer skills required
Minimum 40 words per minute typing skills required.
Knowledge of Microsoft Office preferred
Outstanding organizational and interpersonal skills, as well as excellent attention to detail.
**Language Skills:**
Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents. Ability to respond to common inquiries from other employees or guests. Conversational English required. Ability to write instructions. Ability to effectively present information.
**Mathematical Skills & Reasoning Ability:**
Ability to compute basic mathematical calculations. Ability to decipher various reports and maintain reports upon request.
**Physical Demands:**
The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk and hear. The employee is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls. The employee is regularly required to reach with hands and arms, and to sit, climb or balance, and stoop, stretch, bend, kneel, crouch, or crawl.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Essential responsibilities include moderate physical ability such as lift or maneuver at least fifty (50) pounds, and varied instances of standing/walking.
**Work Environment:**
The work environment characteristics described here are representative of those that exists while Team Members are performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* The noise level in the work environment is typically moderate. When on the casino floor or some back of house areas, the noise level increases to loud. Must be able to interact with internal and external guests in a professional manner.
* Due to the unpredictable nature of the hospitality/entertainment industry, Team Members must be able to work varying-schedules to reflect the business needs of the property.
* Reliable, consistent, and punctual attendance is required.
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