Marketing Operations Rep (Harrahs Philadelphia)

Caesars Entertainment - Chester, PA

Part-time

Chester, PA

Accommodation

About the position

The Caesars Rewards Representative at Harrah's Philadelphia is a pivotal role that focuses on delivering exceptional customer service to our mid- to high-end guests. This position requires a consistent demonstration of superior customer service skills, ensuring that every interaction is characterized by a warm, friendly demeanor and a positive attitude. The representative is responsible for creating an atmosphere of excitement and celebration for our guests, particularly during their wins. The role involves being well-informed about daily operations, promotional programs, and other relevant guest information, which is essential for building strong relationships with guests. In this role, the representative will execute all service programs to prioritize service for our best guests, checking for satisfaction and utilizing the Service Recovery process to resolve any issues that may arise. The representative will promote the Caesars Rewards programs and assist with registration and membership, ensuring that guests feel valued and appreciated. This position also involves performing various transactions while adhering to company policies and procedures, including regulatory compliance with Title 31 requirements for reporting and record-keeping. The representative will greet bus group arrivals, create new Caesars Rewards member cards, and issue incentive packages, all while maintaining accurate records of group arrivals. The role requires the ability to form positive relationships with guests, communicate effectively about player worth and available amenities, and act as a role model for others. The representative will also be responsible for executing property promotions and events, identifying ways to improve service efficiency, and maintaining compliance with company expectations and industry regulations. Overall, this position is crucial for enhancing the guest experience and ensuring that Harrah's Philadelphia is always presented in a positive light.

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 relevant guest information.
• Anticipate guest needs and provide fast, flawless service.
• Execute all service programs to prioritize service to top guests.
• Check for guest satisfaction and utilize the Service Recovery process to resolve issues.
• Promote Caesars Rewards programs and assist with registration and membership.
• Greet guests warmly and thank them for their visit.
• Provide information on special services, amenities, and targeted player events.
• Perform transactions according to department and company policies under surveillance.
• Handle customer disputes and direct them to the appropriate authority.
• Perform general duties including phone and computer terminal data entry.
• Greet bus group arrivals and execute bus group incentive packages as assigned.
• Utilize databases to track group arrivals accurately.
• Communicate programs and services clearly to stakeholders and keep them informed of changes.
• Identify ways to increase efficiencies or improve products or services.

Requirements

• High School diploma or equivalent required; some college preferred.
• Previous customer service experience required.
• Outgoing and positive personality needed.
• Ability to maintain professional composure in demanding situations.
• Excellent administrative and communication skills required.
• Knowledge of computer programs such as J-TERM, CMS, WORD, and EXCEL.
• Thorough knowledge of internal gaming guidelines preferred.
• Ability to handle multiple tasks effectively.
• Flexibility to work all shifts, all days of the week, and holidays.
• Must be a team player and able to change schedule with short notice.
• Willingness to serve customers from diverse backgrounds.
• Ability to differentiate between various denominations of generic reel rewards.
• Must be able to obtain and maintain the appropriate license through the Pennsylvania Gaming Control Board.

Nice-to-haves

• Experience in a high-volume customer service environment.
• Familiarity with gaming industry regulations and compliance standards.

Benefits

• Flexible scheduling options for part-time work.
• Opportunities for professional development and training.
• Employee discounts on services and amenities.