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Caesars Entertainment Corporation

Since its beginning in Reno, Nevada more than 70 years ago, Caesars has grown through development of new resorts, expansions and acquisitions, and now owns or manages casino resorts on four continents The company's resorts operate primarily under the Harrah's, Caesars and Horseshoe brand names; Caesars also owns the London Clubs International family of casinos and the World Series of Poker.Caesars Entertainment is focused on building loyalty and value with its customers through a unique combi... Read More

Address      Gary Thompson 1 Caesars Palace Drive Las Vegas, NV 89109 702.407.6529
Website      www.caesars.com/
Holding      No Holding Details

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Total Rewards Lead

Job Description:

Essential Duties and Responsibilities:


Consistently demonstrates superior customer service skills to external and internal guests by displaying Spotlight on Success behaviors. Maintains upbeat, positive attitude, friendly and helpful demeanor, positive energy and enthusiasm from one interaction to the next.   Utilizes smiles and frequent eye contact and friendly tone of voice to project warmth and friendliness.  Creates an atmosphere of luck and celebrates customer wins.  Is ready to serve and is well informed of daily facility hours of operation, promotional programs and any other relevant valuable guest information; builds relationships by greeting guests with a warm, friendly verbal greeting.  Anticipates needs of the guest and provides fast, flawless service. Executes all service programs to assure prioritization of service to very best guests.  Checks for satisfaction and properly uses the Service Recovery process to resolve problems when they exist.  Promotes Total Rewards programs and Total Rewards registration and membership. Provides a warm farewell and thanks guests for visiting.  Promotes Harrah’s and always projects Harrah’s in a positive light to guests.


This position is responsible for providing excellent guest service to our mid to high end guests by providing information pertaining to their comp limits special services and amenities available, as well as any special targeted player events.  Additionally, this position requires the successful candidate to deliver truly great customer service while performing generic reel rewards and promotional transactions.


    * At times, may assist Coord Marketing Operations in the coordination of their duties and in the proper methods and techniques to ensure guest satisfaction.
    * Demonstrates the ability to proactively contact customers on the floor through the use of technology.
    * Works with the Supv Marketing Operations to monitor the schedule to ensure that appropriate staffing levels and coverage are maintained.
    * Personally makes comping decisions in accordance with our policies and standards.
    * Ensures that mid to high-end guest accommodations/requests and verifications are accomplished in a professional manner.
    * Ensures initial guest contact is courteous, informative, and thorough.
    * Approves and issues limited complimentaries to mid- to high-end rated players based on established theoretical guidelines including rooms, restaurants, transportation, special events, shows, and catalog orders for guests, Hosts, Player Development Representatives, and Casino Personnel.
    * Able to balance generic reel rewards and paperwork to reconcile banks.
    * Able to order generic reel rewards from main bankers to refill drawer.
    * Able to perform all transactions as per department and company policies and procedures under surveillance.
    * Regulatory Compliance: must be willing to learn, understand and adhere to all Title 31 requirements for reporting, record keeping and generics handling procedures for MIL’s, MTL’s, CTR’s and SARC’s.
    * Establishes and maintains positive customer contact when handling reservations and directs mid to high end customer disputes to the appropriate authority.
    * Responsible for telephone contact of these customers for purposes of responding to requests and inquiries, and responsible for the timely, courteous, upbeat, friendly and helpful response to telephone calls and telephone reservation requests.
    * Coordinates comp paperwork including room, food and beverage, show, and transportation for Hosts, Player Development Representatives, and Casino Personnel.
    * Coordinates RSVP responses for mid to high end customers’ special events and necessary accommodations.
    * Performs general duties including phone, and computer terminal data entry.
    * This position must possess skills as a problem solver in stressful situations as well as being task oriented with multiple responsibilities.
    * Responsible for greeting & facilitating bus groups.
    * Responsible for promoting the Total Rewards program and abiding by the supporting data entry standards.
    * Able to form positive relationships with guests to communicate player worth and amenities information.
    * Acts as a role model and presents oneself as a credit to Harrah’s and encourages others to do the same.




High School diploma or equivalent required, some college preferred.  Minimum of one year Coord Marketing Operations experience or equivalent (e.g., Total Rewards / VIP Services Coord) required.  Must be at least 21 years of age.  Must be able to pass mandated regulations and department testing.


Previous customer service position required.  Must possess a friendly, helpful and upbeat demeanor and be able to project same over the telephone.  Must maintain professional composure in all situations (e.g., demanding or angry customers and during period of high business volume).  Excellent administrative and communication skills required.  Knowledge of computer programs such as J-TERM, CMS, WORD, EXCEL.  Thorough knowledge of internal comping guidelines preferred.  Must be able to handle multiple tasks.  Flexibility to work all shifts, all days of the week and holidays.  Must be a team player.  Able to change schedule with short notice.


Must be willing to serve customers from a variety of backgrounds.  Must be willing to work nights, weekends, and holidays and work overtime.  Must be able to differentiate between various denominations of generic reel rewards.


The successful candidate will be:

    * Service oriented and able to multi-task.
    * Able to work all shifts.
    * Able to diffuse potentially hostile situations with guests.
    * Able to stand for prolonged periods of time.
    * Able to work in smoke filled environment.


Must be able to obtain a “Gaming” license through the Pennsylvania Gaming Control Board.



Physical/Mental Demands:


·         Physically mobile with reasonable accommodations including the ability to lift up to 50 lbs., and the ability to push, pull, reach, bend, twist, stoop and stack.

·         Excellent oral and written communication skills.

·         Must be fluent and literate in English.

·         Must be able to respond calmly and make rational decisions when required.

·         Must be able to listen and respond to visual and aural cues.

·         Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality.


Other Job Information

Vacancy type:

Full Time

Contact Mode:

not provided


not provided

Contact Name:

not provided

Job Duration:

not provided





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