Caesars Rewards Representative/Dual Rate Supervisor Regional - Full Time (Tropicana Atlantic City)

Job Duties:

• Responsible for maintaining daily procedures regarding Caesars Rewards members and functions, which includes discerning appropriate ID, filing, record keeping and computer coding of applications. 
• Interacts with all casino related departments.
• Promotes positive customer service.
• Responsible for direct mail inquires to include updating customer account information, but not changing player rating information.
• Assists with the resolution of player complaints and problems.
• Has view only access to E-Promo account information.
• Regular attendance for scheduled work required.
• Provides Family Style Service at all times.
• May perform other duties as assigned.
• Analyzes computer information as it pertains to the structure of the Caesars Rewards Club.
• Greeting daily Line Runs and Charters while providing Family Style Customer Service. 
• Reconciling Bus Coupons 
• Always visible and available to listen to guests concerns and quickly attempts to remedy the situation.
• Always is available to assist with other duties when required to do so, or as directed by the supervisor.

 

Minimum Qualifications

• High school diploma or equivalent experience preferred.
• Knowledgeable of general information regarding facilities, and amenities; skilled in both casino and hotel computer systems.
• Required to perform the customer service standards of the department.
• Knowledgeable of the Casino Control Act and Attendant Regulations, as well as company internal controls, policies, and procedures.

 

 

ESSENTIAL FUNCTIONS:   Inspires others with a clear direction by understanding and demonstrating a high level of commitment and energy in all endeavors.   Consistently demonstrates superior customer service skills and acts as a positive role model for all employees.   Conveys positive energy and enthusiasm focusing on the guest interaction.   Continuously improves service by evaluating service breakdowns using guest feedback, data and behavior.  Communicates service breakdowns and team plans in buzz sessions and facilitates opportunity-seeking meetings to consistently involve all team members in service improvements.  Immediately addresses service breakdowns and follows up to ensure guest satisfaction.  Keeps team well informed of property promotions and events.   Develops highly skilled, successful employees, sets realistic and measurable service standards and holds employees accountable for meeting them.  Clearly communicates and enforces company expectations including Code of Commitment, policies, procedures, department goals and business strategy.  Addresses employee performance issues, coaches for improvement and provides ongoing feedback.  Uses EOS data to improve the workplace, listens and responds to employees, recognizes and rewards individual and team performance.  Consistently follows company policies, procedures and industry regulations, maintains accurate and up-to-date employee records, and completes performance reviews timely.  Takes personal responsibility for creating an atmosphere of luck.    Performs the following for Caesars, Harrah’s and Tropicana Atlantic City: Directly responsible for all staff, guest and interdepartmental interactions in the Caesars Rewards, Bus Operation, and Box Office areas during assigned shift.  Responsible for promoting the Caesars Rewards program and implementing superior customer service delivery relevant to achieving company and department CSA goals.  Disseminates information on upcoming events to all impacted departments.  Monitors customer service levels for all areas of responsibility, ensuring 100% guest satisfaction. Assists with interviewing, hiring and training team members. Promotes department efficiency by staffing each area commensurate with customer volume.  Determines staffing needs and work schedules necessary to implement promotional events.  Handles customer problems and complaints during assigned shift ensuring maximum customer satisfaction.  Coordinates arrangements for patrons coming by charter bus and daily “on-line” service.   Responsible for the acceptance, inventory, assignment for distribution or reconciliation of coupons, which are ultimately considered in the calculation of gross revenue.   Requests and is accountable for cash/coin for applicable events.  Evaluates complimentary issuance decisions and provides guidance for same ensuring consistent application of complimentary issuance program.   Maintains department stock inventory records replenishing promotional stock as necessary.  Responsible for compliance with all regulatory requirements within area of responsibility.   EDUCATION/SKILLS/EXPERIENCE: Some College coursework and/or degree preferred.  Minimum one year in supervision of an operat