Casino Services Representative I

Harrah's Cherokee Casino Resort•Cherokee, NC

5d•Onsite

About The Position

Ensure that the Caesars Rewards Center operates in a friendly, efficient, and productive manner as players access program benefits and participate in play-based floor promotions and programs. Open and update Caesars Rewards accounts and provide guest information and research services to all patrons while utilizing Caesars Rewards programs. Assist in the execution of casino promotions and special events in various locations.

Requirements

A high school diploma or GED is required
Must demonstrate the following essential knowledge and skills:
Proficiency in the use of Windows-based office software, including Microsoft Office (Word, Excel, PowerPoint, and Outlook), typing with accuracy and efficiency
Detail-oriented, with strong interpersonal skills and the ability to manage multiple priorities in a fast-paced environment while remaining adaptable and eager to learn
The ability to subtract, multiply, and divide numbers is essential
Neat, professional appearance with excellent personal hygiene
Get along with co-workers and work as a contributing member of a team
Organization and time management skills
Excellent oral, written, and public communication skills
Knowledge of Caesars Rewards programs and hardware
Not required at time of hire; may be learned in the probationary period
Must be physically mobile with reasonable accommodations and able to move in and around the casino floor
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 stoop, bend, reach, kneel, twist, grip items, and lift and carry up to 40 pounds
Must be able to stand for an extended period of time, up to and including the entirety of one's shift
Must have the manual dexterity and coordination to operate office equipment, including PC/Tablet computers, fax machines, photocopiers, and Kiosks
Must be able to read, write, speak, and understand English
Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality, including secondhand smoke
Must be able to work a flexible schedule, including weekends, evenings, and holidays

Nice To Haves

Six months of experience in guest service, computer usage, or sales is preferred

Responsibilities

Create, verify, and update guest accounts, ensuring database accuracy while conducting basic research on account activity and offers
Greet and delight guests with outstanding service, providing information on casino programs, amenities, and the Caesars Rewards program
Demonstrate high levels of Spotlight service skills consistently
Assist guests with Caesars Rewards, Enrollment Kiosk, and Promotions Kiosk transactions
Offer and promote the Caesars Rewards VISA card
Greet motorcoaches as needed per volume
Issue promotional amenities and downloadable incentives, maintaining accurate control over the issuance
Present an upbeat and positive attitude to create fun and excitement while assisting with motorcoaches, entertainment, special events, and promotions
Proactive with incidents and issues, ensuring resolution with Team Members and guests
Participative member of the team by volunteering and being involved in buzz sessions, projects, and committees by providing input and suggestions
Assist with seating, queuing, ticketing, and set up for concerts, promotions, and special events
Other duties as requested to deliver excellent service
Maintain an environment of readiness by managing supplies, cleanliness, and property collateral
Create a unique and memorable visit by working with multiple departments and Team Members throughout the casino to execute a seamless guest interaction
Help with the execution of slot tournaments
Assist with WSOP registration, including money-handling duties when needed
Adhere to regulatory, departmental, and company policies/procedures in an ethical manner
Flexible to work additional hours, shifts, and days off when needed, and flexible with daily assignments
Flexible to learn and adapt to changing technology used in the execution of job duties pertaining to Caesars Rewards
Flexible to greet and sign up guests using mobile devices at varying locations on and off the property
Endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision, and Values
Achieves Expectation rating on last performance appraisal (must complete 120 days as a Level 1 with AE or above rating)
Demonstrate advanced proficiency in all Level 1 duties by passing the Level 2 test
Proficiently utilize current and future Caesars Rewards programs (e.g., CMS, Experience Center, eBank, Kiosk Operation) to research offers, give accurate explanations, and answer guest inquiries
Defuse and handle guest disputes, de-escalate when possible, and involve a supervisor when necessary
Perform troubleshooting, cleaning, and restocking tasks on Caesars Rewards Enrollment and Promotions Kiosks, as well as any future technology needed for Caesars Rewards operations
Work with crowd control