Marketing Operations Rep (Harrah's Philadelphia)

Essential Duties and Responsibilities:

 Consistent 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.  Isready to serve and is well informed of daily facility hours of operation,promotional programs and any other relevant valuable guest information; buildsrelationships by greeting guests with a warm, friendly verbal greeting.  Anticipates needs of the guest and providesfast, flawless service.  Executes allservice programs to assure prioritization of service to very best guests.  Checks for satisfaction and properly uses theService Recovery process to resolve problems when they exist.  Promotes Caesars Rewards programs and CaesarsRewards registration and membership. Provides a warm farewell and thanks guestsfor visiting.  Promotes Harrah’s andalways projects Harrah’s in a positive light to guests.

Thisposition is responsible for providing excellent guest service to our mid- to high-end guests by providing informationsuch as special services and amenities available, as well as any specialtargeted player events. This position requires the successful candidate todeliver truly great customer service while performing all transactions.

• Ensures initial guest contact is courteous, informative, and thorough.  
• Able to balance generic reel rewards and paperwork to reconcile banks.
• Able to order generic reel rewards from main bankers.
• 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.
• Establishes and maintains positive customer contact directing mid- to high-end customer disputes to the appropriate authority.  
• 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.  

·        Greetsbus group arrivals, as assigned 

·        Executesbus group arrivals by creating new Caesars Rewards member cards and issuing busgroup incentive packages, as assigned

·        Utilizesbus reservation and bus bay access databases to properly and accurately trackgroup arrivals via Caesars Rewards card swipe

• Responsible for promoting the Caesars 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.
• Effectively executes property promotions events and entertainment with high level customer service expectations.
• Identifies ways to increase efficiencies or improve product or service.
• Communicates programs/services clearly to stakeholders, seeks their support and keeps them informed of changes that may impact the business.
• Keeps track of existing products/services and/or progress on new initiatives.  
• Develops skills to handle increasingly complex matters.  
• Complies with and upholds company expectations including Code of Commitment, policies, procedures, industry regulations, department goals and business strategy.   
• Politely gives consistent, timely and accurate information and finds answer when unsure.  
• Greets customers as a company representative.  
• Checks guests into events.  

·        Provideinformation pertaining to Caesars Rewards guests’ comp limit, special servicesand amenities available, as well as any special targeted player events. 

Requirements:

High School diploma orequivalent required, some college preferred. Must be able to pass mandated regulations and department testing.

Previous customer serviceposition required. Outgoingand positive personality needed. Must possess a friendly, helpful andupbeat demeanor and be able to project same over the telephone.  Must maintain professional composure in allsituations (e.g., demanding or angry customers and during period of highbusiness volume).  Excellentadministrative and communication skills required.  Knowledge of computer programs such asJ-TERM, CMS, WORD, EXCEL.  Thorough knowledge of internal compingguidelines preferred.  Must be able tohandle multiple tasks.  Flexibility towork all shifts, all days of the week and holidays.  Must be a team player.  Able to change schedule with shortnotice.  

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

Must be able to obtain andmaintain the appropriate license through the Pennsylvania Gaming Control Board

Physical / Mental Demands:

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

·        Able to walk andremain standing for 8 to 10 hours with breaks.

·        Must have themanual dexterity and coordination to operate office equipment (includingcomputers, currency counters, and 10 keys) and handle generic reel rewards.

·        Excellent oraland written communication skills.

·        Must be fluentand literate in English.

·        Must be able towork at a fast pace in mentally and physically stressful situations.

·        Must present awell-groomed appearance.

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

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

·        Must have goodclose and medium range vision with the ability to distinguish between colors.

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

·        Must be able tospeak calmly with upset or angry guests.

Must be able to tolerate areas containing second handsmoke.

Disclaimer

“This is not necessarily an exhaustive list of allresponsibilities, skills, duties, requirements, efforts or working conditionsassociated with the job.  While this is intended to be an accuratereflection of the current job, management reserves the right to revise the jobor to require that other or different tasks be performed when circumstanceschange (e.g. emergencies, changes in personnel, workload, rush jobs ortechnical developments).�?

CaesarsEntertainment, Inc. is an Equal Opportunity Employer.  In Compliance with the American withDisabilities Act, Caesars may provide reasonable accommodation to qualifiedindividuals and encourage both prospective and current employees to discusspotential accommodation with the employer.