Guest Service Representative

Promotes Caesars Rewards programs and card membership as well as the overall Horseshoe property.  Assist guests with new card signups, updating account information, replacing cards, and any loyalty card member requests.  Consistently demonstrates superior customer service skills by displaying outlined service behaviors.  Maintains an upbeat and positive attitude, creates positive energy with gestures and sustains enthusiasm from one interaction to the next.  Creates an atmosphere of luck and celebrates guests’ wins.  Is ready to serve and is informed of daily information- has proficient knowledge of promotions and property events.  Builds relationships by greeting guests with a warm, friendly verbal greeting.  Anticipates needs and provides fast, flawless service.  Checks for satisfaction and effectively resolves service breakdowns when they exist.  Provides a warm farewell and thanks guests for visiting. 

• Must be 21 years of age or older
• Proficient in English verbal and written
• High School diploma or GED required. 
• Analytical skills and customer service orientation required. 
• Must have the ability to make sound decisions in providing complimentary items based on tracked play. 
• Excellent interpersonal, communication, team building and problem-solving skills required. 
• Ability to perform multiple tasks in an efficient manner. 
• Experience in data input, able to type 25 words per minute. 
• You must have 3-5 years of customer service experience.
• Flexible to work various shifts, weekends, and holidays
• Must qualify for, obtain, and maintain a gaming license from the Indiana Gaming Commission, if applicable.
• Access to the vessel is required.

ADDITIONAL REQUIREMENTS

• Must be able to lift/carry objects up to 40 pounds.
• The ability to resolve stressful situations. 
• Ensures that behavior and appearance follow established standards. 
• Must have the ability to make sound decisions in providing complimentary items based on tracked play. 
• Excellent interpersonal, communication, team building and problem-solving skills required. 
• Must be able to listen and respond to visual and aural cues.
• Routine standing and walking; frequent reaching, bending, stooping and carrying/handling/ moving.
• Must be able to work in a loud and smoky environment.
• Must be able to work in warm/cold temperatures and/or weather conditions.
• Must be able to stand/walk for 6-10 hours of your shift.
• Must be able to bend, reach, push, pull and stretch repetitively.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

• Answers inquiries by clarifying desired information; researching, locating, and providing information. 
• Solicits and identifies new gaming customers for the Caesars Rewards program. 
• Offer our guest our signature Visa’s and the benefits of having one of our cards
• Maintains customer information, assuring the highest standards of data entry and confidentiality. 
• Provide superior level of guest service. 
• Maintain extensive knowledge of products, services, promotions, and programs. 
• Communicates with guests, peers, and leadership effectively and professionally.  
• Responds promptly and discreetly to guest inquiries or concerns.
• Ensure that high limit players are recognized and acknowledged 
• Update account information through CMS, Experience and PKMS 
• Act as a guest liaison, handle issues & resolve situations to ensure smooth operations and excellent customer service. 
• Follow all submissions, SOPs, and IGC requirement 
• Responsible for fostering a fun environment. 
• Responsible for being gracious to all guests and co-workers. 
• Responsible for promoting a positive influence in the community and participating in company-sponsored events. 
• Ensures that behavior and appearance follow established standards. 
• Maintains a professional work environment with management and staff. 
• Must be willing to help with promotions, when needed.
• All other duties assigned by management.