HCVR Dual Rate Casino Services Representative (Full Time; Varied Shift)

Harrah’s Cherokee Valley River Casino & Hotel Position Description

POSITION TITLE:                          Dual Rate Casino Services Representative

DIVISION:                                           Marketing

DEPARTMENT:                                Caesars Rewards

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

BADGE TYPE/COLOR:                 Key - Blue

REPORTS TO:                                  Supervisor, Casino Services; Manager, Casino Services

SUPERVISES:                                    Casino Service Representative

JOB SUMMARY:

Perform the functions of Casino Services Representative and Supervisor based upon the business needs of the casino. 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 the programs of Caesars Rewards. Assist in the execution of casino promotions and special events in various locations. Assist with the supervision of the Casino Services Representative team.

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES - CASINO SERVICES REPRESENTATIVE:

• Create, verify, and update guest accounts, ensuring database accuracy and 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

• Proficiently utilize current and future Caesars Rewards programs, e.g., CMS, Experience Center, eBank, and 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

• Assist guests with Caesars Rewards, Enrollment Kiosk, and Promotions Kiosk transactions

• Perform troubleshooting, cleaning, and restocking tasks on Caesars Rewards, Enrollment and Promotions Kiosks as well as any future technology needed for Caesars Rewards operations

• Offer and promote the Caesars Rewards VISA card

• Greet motorcoaches as needed per volume

• Issue promotional amenities and downloadable incentives, maintaining accurate control over their 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

• Assist in the posting and placement of property collateral

• 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

• Work with crowd control

• 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

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES - SUPERVISOR:

• Supervise the day-to-day operational functions of the department, including enrollments, card utilization, kiosk operation, scheduling, and handling of Team Member issues

• Coordinate and supervise the execution of promotional and Direct Marketing initiatives pertaining to floor operations

• Assist with casino special events, promotions, and entertainment

• Assist in creating and implementing quarterly initiatives with the goal of continuously improving guest service

• Advertise and promote the Caesars Rewards Program to increase participation and utilization

• Monitor the operation of Caesars Rewards guest service locations to ensure productivity and guest satisfaction

• Ensure Caesars Rewards assistance when needed for all promotions, giveaways, guest events, motorcoach arrivals, etc.

• 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

• Actively participates in personnel actions, including training and coaching actions

• Maintain a working knowledge of current and recent promotions, special events, and entertainment performances

• Proactive with incidents and issues, ensuring resolution with Team Members

MINIMUM QUALIFICATIONS:

• A high school diploma or GED is required

• One year of casino experience is preferred 

• One year of supervisory experience is preferred

• Six months of computer experience is preferred

• Six months of sales experience is preferred

• Must demonstrate the following essential knowledge and skills:

• Excellent problem-solving skills

• Proficient in the use of Windows-based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook

• Proficient in typing with the ability to input data accurately and efficiently

• Ability to subtract, multiply, and divide numbers is essential

• Attention to detail

• Strong interpersonal skills

• Willing to learn and to be adaptable

• Neat, professional appearance with excellent personal hygiene

• 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 agreed upon at the time of hire

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:

• Must be physically mobile with reasonable accommodations

• Must be able to move in and around the casino floor

• Must be able to respond calmly and handle many guest demands in a fast-paced environment

• Must be able to attend to multiple tasks simultaneously

• Must be able to lift up to 40 pounds and carry up to 40 pounds

• Must be able to stoop, bend, reach, kneel, twist, and grip items

• Must be able to stand for an extended period, up to and including the entirety of one’s shift

• Must be able to operate in mentally and physically stressful situations

• Must be able to respond to visual and aural cues

• Must be able to read, write, speak, and understand English

• Must have the manual dexterity and coordination to operate office equipment, including PC/Tablet computers, fax machines, photocopiers, and Kiosks

• 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

This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job.  Harrah’s Cherokee Valley River Casino & Hotel reserves the right to change the above job description whenever necessary.      11.25.24