Dual Rate Guest Services Rep/ Lead - Harrah's Hoosier Park (Full Time)

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 in the Guest Services Department. Assists in the direction and coordination of this unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Responsibilities

• Assists in implementing all promotions, as they relate to the area of the Rewards Center.
• Assists in implementing and supervising all programs and procedures.
• Assists in achieving Rewards Club membership goals.
• Assists with the coordination of all Passenger reservations and boarding pass issuance.
• Assists in the daily operations of the Rewards Center area to include the supervision of Marketing Operations and Representatives.
• Implemented procedures to ensure the highest standards of courteous, prompt, and efficient customer service.
• Assists with the reporting and reconciliation of coupons and incentives, coordinates all customer inquiries and complaints.
• Administers require record keeping procedures, maintain responsibility for accurate forecasting of passenger volumes.
• Responsible to ensure continued growth in the company’s player database.
• Issues complimentary amenities consistent with Comp policy.
• Responsible for greeting all guests and promoting exceptional customer service.
• Promotes membership into the rewards program and educating patrons rewards club benefits.
• Inputs of all patron information not captured by reservations.
• Maintains daily procedures regarding the Rewards Club members which includes discerning appropriate identification, filing and record keeping.
• Maintains and balances a cash drawer.
• Responsible for coupons and newspaper promotions regarding cruises and promotions on property.
• Make public announcements or special announcements.
• Responsible for direct mail inquiries to include updating customer account information and related duties.
• Assists with the resolution of player complaints and problems.
• Assists with promotional item implementation, distribution, and redemption.
• Other duties assigned.

Qualifications

• Must be 21 years of age or older.
• 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.
• 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.
• 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.
• 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