Loyalty Rewards Supervisor (Harrah's Joliet)

Caesars Entertainment•Joliet, IL

12d•$43 - $45

About The Position

Join our team as a Total Rewards Supervisor, where creating unforgettable guest experiences is the name of the game! In this exciting, fast-paced role, you’ll lead a dynamic team, keep the energy high on the casino floor, and make sure every guest feels like a VIP. If you love solving problems, driving great service, and being part of a team that brings fun while delivering results—this is your winning hand!

Requirements

Two (2) years previous casino marketing experience preferred.
One (1) year previous supervisory experience preferred.
High school diploma required, some college preferred.
Must have a proven track record of personally providing excellent customer service.
Must be able to organize and maintain a wide variety on a supervisory, administrative and guest service level.
Must have an understanding of Harrah’s Total Rewards and the ability to analyze customer tracking.
Computer literate with software systems to include Word, Excel, Access and AS400 preferred.
Have demonstrated ability to take initiative, be detail orientated and self-motivated.

Responsibilities

Provides assistance to customers in a friendly and efficient manner.
Handle customer complaints, TPSS and guest letter follow up, and Total Rewards Reports.
Monitor Bad Rating Report and post bad ratings as requested by guests.
Distribute and track Total Rewards employees comp exception reports.
Ensure consistent, high-quality service standards are maintained in the Total Rewards Card area.
Take action to correct any deficiencies in standards as identified during inspections.
Resolves customer complaints regarding Total Rewards Card services and takes action to resolve complaint.
Investigates issues pertaining to poor service and make recommendations to improve service.
Communicates service standards to staff and train staff to perform to standards.
Holds staff accountable for achieving standards.
Coaches, retrains, administers discipline and assists with annual performance appraisals.
Reviews and approve recorded time worked in accordance with schedules.
Assists with interviews for new staff.
Assists with scheduling of shift.
Work with I.T. on any CMS, SDS player tracking system errors.
Make sound comping decisions.
May require travel on special projects.
Must be able to meet the attendance guidelines of the job and adhere to departmental and company policies.
Maintains excellent working relationships with both the Direct Marketing Team and the Casino Marketing Team.
Attends all promotional/marketing driven meetings and planning events.
Schedules the marketing team of both Total Rewards and all marketing promotions.
Ensures that all team members are fully informed, understand and are able to effectively execute all marketing promotions.
Ensure that the marketing and total rewards team work together as a cohesive unit that is fully engaged and committed to exceeding our guest expectations.
Acts as a role model to other employees and always presents oneself as a credit to Harrah’s and encourages other to do the same.
Adheres to all regulatory, company and department policies and procedures.
Completes all other duties as assigned.

Benefits

Comprehensive Medical, Dental, and Vision Insurance to support your health and well-being
Life and Disability Insurance to provide financial security in unexpected situations
401(k) retirement plan to help you save for the future.
Generous Paid Time Off (PTO) policy to ensure a work-life balance and time for personal needs
Education Assistance program to support your professional development and continuous learning
Exclusive Team Member Discounts as a recognition of your valuable contribution to the team
AND MUCH MORE!

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