Job description

JOB SUMMARY:

This position will ensure the delivery and execution of service excellence to both internal and external customers. It will ensure all customer contact is courteous, informative, thorough, and friendly. It will also foster an employee culture that is passionate about delivering truly world-class customer service.

JOB ESSENTIAL DUTIES AND RESPONSIBILITIES:
Ø Endorse the business objectives, ethics, and values of Caesars Entertainment in accordance with the Code of Commitment and Mission, Vision and Values

Ø Receive all incoming phone calls for HCCR and HCVR and direct to the appropriate parties

Ø Dispatch internal calls for guests and employees

Ø Assist phone patrons by providing information about the property, the hotel, promotions, events, direct mail offers and room rates and availability

Ø Service/reviews customer complaints or inquiries in a positive and professional manner

Ø Maintain up-to-date telephone directory for property and corporate offices

Ø Issue complimentaries from CMS for external hotel accommodations, show reservations, and other outlets as needed

Ø Daily responsibility for external hotel administration, including preparing and communicating expected arrivals, billing, and other related reports

Ø Receive hotel front desk calls, dispatch special requests, bell service, valet and other amenities and services for hotel guests

Ø Anticipate and provide for VIP guest needs in advance of request

Ø Explain the advantages of Total Rewards Card program and encourage use of Caesars Rewards Card

Ø Provide personalized service for casino players; know their preferences for services

Ø Identify/cultivate new and existing casino players through teleservices efforts

Ø Responsible for departmental, company, and brand performance standards

Ø Daily display Spotlight behaviors and Harrah’s Service Cycle training

Ø Adhere to call standard metrics, including average talk time, aux time, available time and hold time

Ø Participating team member by providing input and suggestions, volunteering and being involved in projects, committees, and task forces

Ø Proactive with incidents and issues ensuring resolution with employees and guests

Ø Maintain high standards of courtesy, hospitality, friendliness, and professionalism

Ø Informed about all property and brand events, initiatives, products, and services focused on and/or relating to casino players

Ø Adhere to regulatory, departmental and company policies/procedures in an ethical manner

MINIMUM QUALIFICATIONS:
Ø High school diploma or GED required

Ø Associate degree from an accredited educational institution preferred

Ø Two years customer service experience preferred
Ø Must demonstrate the following essential knowledge and skills:
Ø Excellent customer service, employee relations, and individual /teamwork skills

Ø Detail orientated, creative, artistic, motivated, and willing to work long hours

Ø Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook

Ø Knowledge of CMS, LMS, and, Hot SOS is preferred

Ø Excellent phone, negotiation, organization, conflict resolution and time management skills

Ø Excellent oral and written communication skills

Ø Ability to handle multiple priorities in a fast-paced environment

Ø Ability to work independently

Ø Neat, professional appearance with excellent personal hygiene

PHYSICAL, MENTAL, AND ENVIRONMENTAL DEMANDS:
Ø Must be able to operate in stressful situations

Ø Must be able to attend to multiple tasks simultaneously

Ø Must be physically mobile with reasonable accommodations

Ø Must be able to respond to visual and aural cues

Ø Must be able to read, write, speak, and understand English

Ø Must be able to lift and carry up to 20 pounds

Ø Must have the manual dexterity to operate a computer and other necessary office equipment including adding machine, computers, fax machine and photo copier

Ø Must be able to stoop, bend, reach, kneel, twist and grip items

Ø Must be able to tolerate areas containing varying noise and temperature levels, illumination, vibration, crowds, and air quality including secondhand smoke

Ø Must be able to work a flexible schedule including weekends, evenings, and holidays

This is not necessarily an exhaustive list of all responsibilities, requirements, or working conditions associated with the job. Harrah’s Cherokee Casino Resort reserves the right to make changes in the above job description whenever necessary 7.14.21

Job Types: Full-time, Part-time

Pay: From $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Night shift
• On call
• Overtime
• Weekend availability

Supplemental pay types:

• Signing bonus

Ability to commute/relocate:

• Cherokee, NC 28719: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 2 years (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: One location

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