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Harrah's Cherokee Casino Resort Position Description

Division: Marketing

Department: Caesars Rewards

Grade/FLSA Status: H9 - Non-Exempt

Badge Type/Color: Key - Blue

Reports To: Supervisor, Casino Services; Dual Rate Supervisor, Casino Services

Supervises: NA

Job Summary:

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.

Job Essential Duties and Responsibilities (Level 1):

• 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

Job Essential Duties and Responsibilities (Level 2):

• 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

Minimum Qualifications:

• A high school diploma or GED is required
• Six months of experience in guest service, computer usage, or sales is preferred
• 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

Physical, Mental, and Environmental Demands:

• 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

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.