Guest Services Representative Full Time (Harrah’s Pompano Beach) | Caesers

Job Description

ESSENTIAL DUTIES & RESPONSIBILITIES

1.  General:
2. Maintain a pleasant, friendly, and welcoming attitude toward all external and internal customers at all times. 
3. Promptly cash customers out, give correct change, and answer customer questions in a courteous and professional manner.
4. Accurately count and record assigned funds and make exchanges of funds throughout the shift. 
5. Keep cash drawer balanced and impressed. 
6. Make exchanges with the vault. 
7. Verify and document personal identification information for T-31 transactions. 
8. Complete CTRs, CCTL’s, MTLs, and all other required documentation.
9. Track and complete Title 31 and Suspicious Activity reports.
10. Issue player’s cards for guests or update player’s accounts with current information, as needed.
11. Redeem points from accounts for patrons for cash or prizes.
12. Assure that guests have a favorable gaming experience. 
13. Maintain strict confidentiality relative to financial information, operating systems, company policies and procedures, marketing plans, and team member and guest information. 
14. Have complete knowledge of all casino events and promotional activities, and assist as needed.
15. Keep work area in a clean and orderly manner.
16. Adhere to regulatory, departmental, and Company policies in an ethical manner and empower and require others to do the same. 
17. Handle routine customer complaints and incidents, and exhibit the appropriate discretion to identify situations requiring the attention of supervisory personnel – seek to resolve all situations in a manner that maintains positive guest relationships.
18. Must be able to work a flexible schedule as required by business operations, including late nights, weekends, and holidays; shifts may change.
19. Assist in maintaining a spotless casino by disposing of any cups, glasses, bottles, or other items left on the floor by guests.
    • Perform other duties as assigned or reasonably requested by any member of management.
20. Operating Principles: Ensure at all times operating principles are being adhered to: Clean – Keep all areas clean and pristine; Safe – Follow all safety policies and procedures; Friendly – Use customer courtesy skills of Family Style Service to provide superior guest service; Fun – Be interactive with all internal and external guests while maintaining professional standards.
21. Tools and Technology:  Desktop computer, printer, 10-key calculator, currency counter, hand-held radio, telephone, coin sorter, credit card machine, fax machine, and photocopier.
22. Licensure:  Must be able to obtain and maintain a 1055 Slot/Cardroom/Pari-Mutuel Individual Combo License. Must be at least 21 years of age. Three (3) years of tax returns required.

QUALIFICATIONS

1. Experience:  A high school diploma or GED equivalent is preferred.
2. Knowledge:  Knowledge of principles and processes for providing customer and personal services.  This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.  Knowledge of arithmetic and its application.  Knowledge of gaming laws and regulations.
3. Skills:  Basic computer and MS office skills, data entry.  Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times; Being aware of others’ reactions and understanding why they react as they do; Talking to others to convey information effectively; Monitoring/Assessing performance of oneself, other individuals, or organizations to make improvements or take corrective action.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those that must be met by a team member to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Physical Demands:  While performing the duties of this job, the team member is required to walk and stand for entire shift; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; talk and hear; and lift up to 25 pounds.  Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
2. Work Environment:  The team member is within a casino environment, exposed to bright flashing lights, noise, smoke and varied temperatures.  Use of elevator and stairs.