GUEST SERVICE LEAD REP | Caesers

Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• 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. • Walk casino floor and identify uncarded patrons and influence new card sign-up when needed. • Assist guests in high limit host office when needed. • Demonstrate a high degree of integrity and responsibility in handling IGRC assets, lists and promotions. • Be knowledgeable of property, product, promotions, and events • 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 utilization IGT Patron Management • Act as a guest liaison, handle issues & resolve situations to insure smooth operations and excellent customer service. • Follow all submissions, SOPs, and IGC requirements. • Must be able and willing to work any shift and long hours when necessary to including working evenings, weekends, and holidays. • Ability to perform multiple tasks in an efficient manner. • All other duties assigned by management. 

QUALFICATIONS 

High School diploma or GED required. Experience in data input, able to type 25 words per minute. Must have 3-5 years of customer service experience. Must possess strong verbal and written communication skills. Must be able to work a flexible schedule to include evenings, weekends, and holidays. 

REQUIRED PERSONAL COMPETENCIES 

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. 

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Routine standing and walking; frequent reaching, bending, stooping and carrying/ handling/ moving. Able to lift weights up to 40 pounds. 

WORK ENVIRONMENT 

Maintains a professional work environment with supervisor and all staff. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to work in a loud, smoking environment. 

ACCESS TO GAMING FLOOR 

Access to general gaming floor