Marketing Operations Rep (Harrahs Philadelphia)

Caesars Entertainment - Chester, PA

Full-time

Chester, PA

Accommodation

About the position

The Caesars Rewards Representative at Harrah's Philadelphia is a vital role focused on delivering exceptional customer service to both external and internal guests. This position requires a consistent demonstration of superior customer service skills, characterized by a positive attitude, friendly demeanor, and an enthusiastic approach to guest interactions. The representative is responsible for creating a welcoming atmosphere, celebrating customer wins, and ensuring that guests feel valued and appreciated throughout their experience. The role involves being well-informed about daily operations, promotional programs, and other relevant guest information, allowing the representative to build strong relationships with guests through warm greetings and attentive service. In addition to providing information about special services and amenities, the Caesars Rewards Representative is tasked with executing service programs that prioritize the needs of high-end guests. This includes checking for guest satisfaction, utilizing the Service Recovery process to address any issues, and promoting the Caesars Rewards program effectively. The representative must also handle various transactions, ensuring compliance with department and company policies while maintaining a high level of professionalism. The role requires the ability to manage multiple responsibilities, including greeting bus group arrivals, creating new Caesars Rewards member cards, and issuing incentive packages. The representative must be adept at using reservation databases to track group arrivals and must possess problem-solving skills to navigate stressful situations. Overall, the position demands a proactive approach to customer service, with a focus on enhancing guest experiences and promoting the Caesars Rewards program.

Responsibilities

• Demonstrate superior customer service skills to external and internal guests.
• Maintain a positive attitude and friendly demeanor during all interactions.
• Provide information about daily facility hours, promotional programs, and other guest information.
• Anticipate guest needs and provide fast, flawless service.
• Execute all service programs to prioritize service to high-end guests.
• Check for guest satisfaction and utilize the Service Recovery process when necessary.
• Promote Caesars Rewards programs and assist with registration and membership.
• Greet guests warmly and provide a positive farewell.
• Handle transactions accurately and in compliance with company policies.
• Assist with bus group arrivals and create new Caesars Rewards member cards.
• Utilize databases to track group arrivals and manage incentive packages.
• Communicate programs and services clearly to stakeholders and keep them informed of changes.
• Develop skills to handle increasingly complex customer matters.
• Comply with company expectations, policies, and industry regulations.

Requirements

• High School diploma or equivalent required; some college preferred.
• Previous customer service experience required.
• Outgoing and positive personality with a friendly demeanor.
• Excellent administrative and communication skills.
• Knowledge of computer programs such as J-TERM, CMS, WORD, and EXCEL.
• Ability to handle multiple tasks and work in a fast-paced environment.
• Flexibility to work all shifts, including nights, weekends, and holidays.
• Ability to maintain professional composure in stressful situations.
• Must be able to lift up to 50 lbs and perform physical tasks such as bending and reaching.
• Must be fluent and literate in English.

Nice-to-haves

• Thorough knowledge of internal comping guidelines preferred.
• Ability to differentiate between various denominations of generic reel rewards.
• Experience in a high-volume customer service environment.