Harrah's Ak-Chin Casino Resort
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Caesars Rewards Representative - On Call
at Harrah's Ak-Chin Casino Resort
Provides"A" level customer service while enthusiastically promoting the Caesars Rewardsprogram.
CustomerService: Greets and welcomescustomers with a smile as a company representative. Serves as Caesars Rewardsand customer service role model for other employees. Understands, values, and supports CaesarsRewards program and special events, promotions, and player programs. Resolves customer issues according to theFOCUS Handling Problem Situations model using Service Recovery tools. Constantly seeks ways to improve friendly,helpful service and reduce customer waiting time to positively impactdepartment's customer service ratings.
Sales: Effectively and enthusiastically communicatesthe benefits of the customer loyalty program and provides players with acompelling reason to play at Harrah's every time. Cross sells property events(shows, promotions, etc.) and amenities (hotel, restaurants, etc.). Encourages Caesars Rewardsalliances (Visa, Hawaiian Airlines etc.). Ensures each customerinteraction results in increased customer confidence in Total Rewards. Isknowledgeable about competitors' programs and can make favorable comparisons.Promotes and executes customer promotions flawlessly.
AccountManagement: Creates and maintainscustomer accounts using Harrah's computer systems. Verifies each guest's information includingaddress, email, driver's license etc. Issues comps in accordance with department comp and guidelines. Ensures data are accurate and maintainsintegrity of data.
Teamwork: Collaborates with work-group and all supportdepartments to ensure player satisfaction. Communicates all relevant information to co-workers and management tomaintain consistency and avoid potential problems. Works with team members to achieve commongoals.
Confidentiality/Integrity: Ensures integrity and confidentiality of allcustomer data. Complies with all state,federal and regulatory policies and procedures.
Greet and depart buspassengers following script.
Distribute Reel Rewards Couponsto bus customers following policies and procedures including variance policies.
Sign Out Temp Bank
Fill out appropriate paperwork (check out and check-in)
Assist in player tracking when asked.
General Skills Required
· Familiarity of Casino Management System (CMS) (preferred)
· Basic Computer skills (WORD, EXCEL, PowerPoint, etc.)
· Able to type 35 words per minute
· Able to use 10 key
· 1 Year Customer Service experience
· Ability to maintain composure and excellent guest elations under all circumstances
· Strong interpersonal and teamwork skills
o Taking direction from multiple Leads/Supervisors/Managers from multiple areas
· Maintain upbeat and positive attitude across multiple tasks and environments
· Ability to multi-task
· Shift Flexibility
PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:
Able to type
Able to lift and/or carry objects weighing up to 10 pounds
Able to meet service standards throughout the shift
Able to respond to visual and auditory cues
Able to continuously maneuver around office including the ability to bend, crouch, kneel, twist and work at a desk
Able to move quickly around entire property and stand for long periods of time
Able to speak, read, write and understand English
Able to work independently with minimal supervision
Able to respond calmly and make rational decisions when handling customer needs and concerns
Able to work in areas containing second hand smoke
Able to work in noisy environment