ESSENTIAL FUNCTIONS: 

Provides assistance to customers in a friendly and efficient manner. Handle customer complaints, TPSS and guest letter follow up, and Total Rewards Reports. Monitor Bad Rating Report and post bad ratings as requested by guests. Distribute and track Total Rewards employees comp exception reports. Ensure consistent, high-quality service standards are maintained in the Total Rewards Card area. Take action to correct any deficiencies in standards as identified during inspections. Resolves customer complaints regarding Total Rewards Card services and takes action to resolve complaint. Investigates issues pertaining to poor service and make recommendations to improve service. Communicates service standards to staff and train staff to perform to standards. Holds staff accountable for achieving standards. Coaches, retrains, administers discipline and assists with annual performance appraisals. Reviews and approves recorded time worked in accordance with schedules. Assists with interviews for new staff.  Assists with scheduling of shift. Work with I.T. on any CMS, SDS player tracking system errors.  Make sound comping decisions.  May require travel on special projects.  Must be able to meet the attendance guidelines of the job and adhere to departmental and company policies. Maintains excellent working relationships with both the Direct Marketing Team and the Casino Marketing Team. Attends all promotional/marketing-driven meetings and planning events. Schedules the marketing team of both Total Rewards and all marketing promotions. Ensures that all team members are fully informed understand and are able to effectively execute all marketing promotions. Ensures that the marketing and total rewards team work together as a cohesive unit that is fully engaged and committed to exceeding our guest expectations.  Acts as a role model to other employees and always presents oneself as a credit to Harrah’s and encourages other to do the same. Adheres to all regulatory, company, and department policies and procedures. Completes all other duties as assigned.

REQUIREMENTS: 

Two (2) years of previous casino marketing experience is preferred. One (1) year of previous supervisory experience preferred. High school diploma required, but some colleges preferred. Must have a proven track record of personally providing excellent customer service. Must be able to organize and maintain a wide variety on a supervisory, administrative, and guest service level. Must have an understanding of the Harrah’s Total Rewards and the ability to analyze customer tracking. Computer literacy with software systems including Word, Excel, Access, and AS400 is preferred. Have demonstrated ability to take initiative, be detail orientate,d and self-motivated. Must be able to meet the requirements of the SuperLap assessment. 

JOB DEMANDS:

Must be able to maneuver to all assigned areas of the casino.  Must be able to work in a fast-paced environment involving constant internal customer contact.  Must be able to lift up to 20 lbs. and carry objects weighing up to 10 lbs.  Must be able to work in areas containing high noise levels, bright lights and dust.  Position requires 80% standing, 10% sitting, 10% walking.  Requires some climbing.  Must be able to respond to speech, visual and aural cues.

Disclaimer

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks are performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments)