Guest Service Lead Representative

Caesars Entertainment•Shelbyville, TN

4d•Onsite

About The Position

Works closely with the Relationship Marketing Team. While a supervisor is not present, the Guest Services Lead Representative is responsible for overseeing the Club. Responsible for the consistent execution of Players Club initiatives. Responsible for processing all player transactions for casino player club members. Answers inquiries by clarifying desired information; researching, locating, and providing information. Answers incoming and make outbound telephone calls according to designated service and productivity standards. Solicits and identifies new gaming customers for the Players Club program. Maintains customer information assuring the highest standards of data entry and confidentiality. Provide superior level of guest service. Maintain extensive knowledge of products, services, promotions, and programs. Must have the ability to make sound decisions in providing complimentary items based on tracked play. Excellent interpersonal, communication, team building and problem solving skills required. The ability to resolve stressful situations. Analytical skills and customer service orientation required. Regularly communicate with team and manage time effectively. Answers incoming and make outbound telephone calls according to designated service and productivity standards. Responds promptly and discreetly to guest inquiries. Assist guests in high limit host office when needed. Demonstrate a high degree of integrity and responsibility in handling IGRC assets, lists and promotions. Assist premium customers with reservations and acquisition of amenities and work closely with casino operations to ensure that high limit players are recognized and acknowledged Update account information through internal systems. Act as a guest liaison, handle issues & resolve situations to ensure smooth operations and excellent customer service. Follow all submissions, SOPs, and IGC requirements. Ability to perform multiple tasks in an efficient manner. Responsible for fostering a fun environment. Responsible for being gracious to all guests and co-workers. Responsible for promoting a positive influence in the community and participating in company-sponsored events. Enthusiastically supports, actively promotes and demonstrates superior customer service in accordance with department and company standards and programs. Ensures that behavior and appearance are in compliance with established standards. Maintains a professional work environment with management and staff. Maintains a professional work environment with supervisor and all staff. Must be able to work in a loud, smoking environment. Access to general gaming floor.

Requirements

High School diploma or GED required.
Experience in data input.
3-5 years of customer service experience.
Strong verbal and written communication skills.
Ability to work a flexible schedule to include evenings, weekends, and holidays.
Routine standing and walking.
Frequent reaching, bending, stooping and carrying/handling/moving.
Able to lift weights up to 40 pounds.
Ability to work in a loud, smoking environment.
Access to general gaming floor.

Nice To Haves

Excellent interpersonal, communication, team building and problem solving skills.
Analytical skills and customer service orientation.

Responsibilities

Overseeing the Club in the absence of a supervisor.
Consistent execution of Players Club initiatives.
Processing all player transactions for casino player club members.
Answering inquiries by clarifying desired information, researching, locating, and providing information.
Answering incoming and making outbound telephone calls according to designated service and productivity standards.
Soliciting and identifying new gaming customers for the Players Club program.
Maintaining customer information with high standards of data entry and confidentiality.
Providing a superior level of guest service.
Maintaining extensive knowledge of products, services, promotions, and programs.
Making sound decisions in providing complimentary items based on tracked play.
Resolving stressful situations.
Communicating regularly with the team and managing time effectively.
Responding promptly and discreetly to guest inquiries.
Assisting guests in the high limit host office when needed.
Demonstrating integrity and responsibility in handling IGRC assets, lists, and promotions.
Assisting premium customers with reservations and acquisition of amenities.
Working closely with casino operations to ensure high limit players are recognized and acknowledged.
Updating account information through internal systems.
Acting as a guest liaison, handling issues, and resolving situations to ensure smooth operations and excellent customer service.
Following all submissions, SOPs, and IGC requirements.
Performing multiple tasks in an efficient manner.
Fostering a fun environment.
Being gracious to all guests and co-workers.
Promoting a positive influence in the community and participating in company-sponsored events.
Actively promoting and demonstrating superior customer service.
Ensuring behavior and appearance comply with established standards.
Maintaining a professional work environment with management and staff.
Maintaining a professional work environment with supervisor and all staff.