Dual Rate Guest Services Rep/ Lead - Harrah's Hoosier

About The Role

Performs the duties of a Guest Service Representative and fulfills the duties as a Guest Service Lead when required.
When performing Lead Responsibilities, supervises up to 25 employees in the absence of a Supervisor inthe Guest Services Department.Assists in the direction and coordination of this unit.Carries outsupervisory responsibilitiesinaccordancewiththeorganization'spoliciesandapplicable laws.
Responsibilities include training employees, assigning, and directing work, addressing complaints, andresolvingproblems
DIRECTLYSUPERVISES: None
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Assists inimplementingallpromotions,astheyrelatetothe areaof theRewardsCenter.
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Assists in implementing and supervising all programs and procedures.Assists in achievingRewardsClubmembershipgoals.
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Assistswith thecoordinationofallPassenger reservations andboardingpassissuance.
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Assists in the daily operations of the Rewards Center area to include the supervision ofMarketingOperationsandRepresentatives.
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Implemented procedures to ensure the highest standards of courteous, prompt, and efficientcustomerservice.
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Assists with the reporting and reconciliation of coupons and incentives, coordinates all customerinquiries andcomplaints.
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Administers require record keeping procedures, maintain responsibility for accurateforecastingofpassengervolumes.
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Responsibletoensure continuedgrowthinthecompany’splayerdatabase.
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IssuescomplimentaryamenitiesconsistentwithComppolicy.
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Responsibleforgreetingallguests andpromotingexceptionalcustomerservice.
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Promotesmembershipintothe rewardsprogram andeducatingpatronsrewardsclubbenefits.
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Inputs ofallpatroninformationnotcapturedbyreservations.
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Maintainsdailyproceduresregardingthe RewardsClubmemberswhichincludesdiscerningappropriateidentification,filingandrecordkeeping.
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Maintainsandbalances acashdrawer.
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Responsible for coupons and newspaper promotions regarding cruises and promotions onproperty.
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Makepublicannouncements orspecialannouncements.
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Responsible for direct mail inquiries to include updating customer account information andrelatedduties.
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Assistswiththeresolutionofplayercomplaints andproblems.
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Assistswithpromotionalitemimplementation,distribution,andredemption.
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Other duties assigned.
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Must be 21 years of age or older.
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Proficient in English verbal and written with the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or Team members of organization.
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High school diploma or general education degree (GED); or one to three months related experience and/or training; or 1 to 3 year's equivalent combination of education and experience.
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Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs. Must be computer literate.
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Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Must have an outgoing, energetic and enthusiastic attitude. Must be comfortable initiating conversations and creating a fun environment with our guests.
Flexible with working various shifts, weekends, holidays, and long hours if applicable. Due to the cyclical nature of the hospitality/entertainment industry, employees may be required to work varying schedules to reflect the business needs of the property.
Responsible for fostering a fun environment, being gracious to all guests and co-workers, and for promoting a positive influence in the community and participating in company- sponsored events. Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures that behavior and appearance comply with established standards. Maintains a professional work environment with management and staff.
Must be able to occasionally push/pull or lift up to 25 pounds.
Specific vision abilities such as close vision, distance vision, color vision, depth perception, peripheral vision, and ability to adjust focus.
Regularly required to sit, stand and/or walk 2-3 miles in a least 8-10 hours daily, use hands to finger, handle, or feel and talk or hear. reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl and. Occasionally it is required to sit and taste or smell and to climb and descend stairs and balance.
Must be able to obtain and maintain a license from the Indiana Gaming Commission and Indiana Horse Racing Commission. Will require access to all general areas of the gaming and racing facility, back-of-house, restrooms, and must regularly access patron information and daily receipts.
Ability to work in an environment where you are exposed to secondary smoke, occasionally exposed to outside weather conditions, and the noise level in the working environment is usually moderate.

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Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.