Dual Rate Casino Services Representative

Full Time, Sunrise shift - starting pay for D/R Supervisor $20.99

Harrah’s Cherokee Casino Resort Position Description

POSITION TITLE:                          Dual Rate Casino Services Representative

DEPARTMENT:                               Marketing  

GRADE/FLSA STATUS:                 H9/16—Non-Exempt

BADGE TYPE/COLOR:                 Key--Blue

REPORTS TO:                                 Casino Services Supervisor

SUPERVISES:                                  Casino Service Representatives

JOB SUMMARY:

Ensure that the Casino Services Center operates in a friendly, efficient and productive manner as players access program benefits and participate in play-based floor promotions and programs.  Open Caesars Rewards accounts and provide customer information services to all patrons.  Greet and direct motorcoaches and other casino patrons.

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES--CASINO SERVICES REPRESENTATIVE (LEVEL 1):

• Endorse the business objectives, ethics and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision and Values
• Enter new customer accounts into the database, verify existing accounts and ensure database accuracy
• Greet customers as a company representative providing information concerning casino programs, amenities, off-site attractions, hotels,  restaurants, and Harrah’s Caesars Reward program
• Display Spotlight behaviors, and present upbeat and positive attitude
• Provide information about property and brand events, initiatives, products, and services
• Offer and promote the Caesars Rewards VISA card
• Occasionally greets motorcoaches; accurately distributing proper incentives and completing reports
• Issue promotional amenities, redeem coupons, and maintain accurate banks and inventory control records
• Greet motorcoaches, accurately distributing proper incentives to motorcoaches, and distribute Caesars Rewards program to players across the casino floor by advertising the benefits
• Complete reports, schedule and facilitate arrival/departure of motorcoaches
• 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
• Participative member of the team by volunteering and being involved in buzz sessions, projects, committees, and task forces by providing input and suggestions
• Set-up chair and row numbering per floor plan
• Remove all numbering from pavilion seats after shows
• Scan tickets and direct guest in Showroom, Promotions and Special Events
• Other duties as requested to deliver excellent service to internal and external customers
• Maintain a clean and orderly work environment
• Maintain environment of readiness pertaining to supplies, resources, and tools to perform job duties
• 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   
• Execution of slot tournaments
• Assist with WSOP registration desk duties when needed
• Adhere to regulatory, departmental and company polices/procedures in an ethical manner

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES (LEVEL 2):

• Demonstrate advanced proficiency in All Level 1 duties
• Must have extensive knowledge of CMS/Enterprise bank
• Greet motorcoaches, accurately distributing proper incentives to motorcoaches, and distribute Caesars Rewards Program to players across the casino floor by advertising the benefits
• Possess money-handling skills will handle large amounts of FSP vouchers daily
• Responsible for extreme accuracy of bus patron information in Group Sales
• Demonstrate proficiency in completing motorcoach reports
• Complete all paperwork accurately 
• Demonstrate a high level of guest service skills
• Flexible to work additional hours, shifts and days off when needed and flexible with daily assignments
• Execute Slot Tournament, run tournament computer, and/or complete necessary paperwork
• Strong Performer rating on last performance appraisal (must complete 90days as a Level 1 with SP or above rating)
• All other duties and responsibilities of CSR Level 1

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES (LEVEL 3):

• Demonstrate advanced proficiency in All Level 2 duties
• Frequently boards and greets buses
• Work with crowd control
• No disciplinary action in file above a documented coaching
• Minimum rating of Strong Performer
• Proficient in Motor coach programs to include reporting, issuing voids for bus patrons and adding buses to the Group Sales program

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES - SUPERVISOR:

• Manage the day-to-day operational functions of the department, including enrollments, card utilization, scheduling and handling of employee issues
• Coordinate and supervise the execution of Direct Marketing and Promotional initiatives as they pertain to floor operations
• Assist with Casino Special Events, Promotions and Entertainment
• Assist in creating and implementing quarterly  initiatives with goal of continuously improving guest service
• Advertise and promote the Caesars Rewards Program to increase participation and utilization
• Monitor operation of Caesars Rewards guest service locations to ensure productivity and customer satisfaction
• Ensure Caesars Rewards assistance when needed for all promotions, giveaways, customer events, motorcoach arrivals etc.
• Work with Group Sales Department to coordinate arrival and greet all motorcoaches
• Responsible for accepting payment from motorcoach groups, and forwarding payment to  the Group Sales Department
• Responsible for accepting coupons  and maintaining coupon bank in accordance with internal controls
• Ensure that all players are aware of the benefits of our Caesars Rewards card and encourage players to sign up for our Caesars Rewards Card
• Counsel, guide, coach and instruct assigned personnel in the proper performance of their duties
• Responsible for, or actively participates in, the initiation of personnel actions including but not limited to: interviews, training, candidate selection, terminations, performance reviews, promotions, transfers and disciplinary actions
• Prepare and coordinate the periodical performance review of assigned personnel
• Aware of current promotional programs
• Proactive with incidents and issues ensuring resolution with employees

MINIMUM QUALIFICATIONS:

• High school graduate or GED required
• One year casino experience  preferred
• One  year supervisory experience  preferred
• Six months computer experience preferred
• Six months Sales experience preferred
• Must demonstrate the following essential knowledge and skills:
• Excellent interpersonal, training, communication, teambuilding and problem solving skills
• Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook
• Neat, professional appearance with excellent personal hygiene
• Strong interpersonal skills
• Organization and time management skills
• Excellent oral,  written and public communication skills
• *Knowledge of CMS

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

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:

• Must be able to move in and around the casino floor
• Must be able to respond calmly and handle many customers demands in a fast paced environment
• Must be able to lift/carry up to 40 lbs
• Must be able to bend, reach, kneel, twist and grip items
• Must be able to stand for extended period of time
• Must be able to respond to visual and aural cues
• Must be able to operate in mentally and physically stressful situations
• Must be able to attend to multiple tasks simultaneously
• Must be able to read, write, speak  and understand English
• Must have the manual dexterity and coordination to operate office equipment, including a 10 key adding machine, PC computers, fax machine and photo copier
• Must be able to tolerate area containing varying noise and temperature levels, illumination, vibration, crowds and air quality including second hand smoke
• 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.        10.31.19