Loyalty Rewards Supervisor (Harrah's Metropolis, Illinois)

Department: Marketing
Reports to: Marketing Manager

About the Role

Sets high standards for Caesars Rewards customer service and program execution. Coaches employees to meet or exceed those standards. Strives to improve Total Service scores in overall Caesars Rewards customer service.

Responsibilities

• Ensure all Caesars Rewards employees successfully complete required training and certification.
• Partner with Caesars Rewards Manager to hire and manage Caesars Rewards employees.
• Counsel employees on career opportunities and recommend transfers/promotions through e-transfers.
• Routinely exercise authority to suggest or recommend advancements, promotions, hiring, and firing.
• Serve as Role Model for Caesars Rewards staff.
• Coach and review employee performance and administer recognition and discipline.
• Prepare and coordinate semi-annual PAR review of assigned personnel.
• Handle employee grievances and/or discipline.
• Ensure that all CR employees understand, support, and communicate all aspects of the Caesars Rewards program and special events, promotions, and player programs.
• Create a fair work environment for the administration of policies and procedures, and regulatory requirements.
• Responsible for ensuring customer data integrity.
• Ensure compliance with all established policies, procedures, and regulatory requirements.
• Ensure adequate staffing levels.
• Plan daily work schedules and adjust to meet demands.
• Administer department comp and re-investment guidelines.
• Responsible for Caesars Rewards “Total Service” scores, constantly raising the bar of service delivery.
• Effectively communicate the benefits of the tiered card program and provide players with a compelling reason to consolidate play.
• Monitor and approve employee payroll.
• Handle customer complaints quickly and strive to satisfy any reasonable requests.
• Supervise multiple areas within the department.
• Ability to multi-task while ensuring customer service is the highest priority.

Requirements

• High School graduate or equivalent required.
• Computer literacy required; familiarity with Casino Management Systems preferred.
• College degree or equivalent experience preferred.
• Harrah’s experience preferred.
• Ability to maintain composure and excellent guest relations under all circumstances.
• Strong interpersonal and team-building skills.
• Must be able to hold an Occupational License as required by the Illinois Gaming Board.

Physical Requirements

• Be mobile in a restricted area behind counter.
• Stand, sit, and bend for long periods of time.
• Operate a computer.
• See to operate a computer screen.
• Tolerate noisy, stressful environment.
• Lift a minimum of 20 pounds.
• Must be able to hear (can be augmented with a hearing aid).
• Use telephone and radio to communicate during entire shift as needed.
• Climb stairs repeatedly.

Mental Requirements

• Understand and comply with policies and procedures, job descriptions, daily memoranda, and other written and verbal instructions.
• Write to complete reports.
• Read and understand in order to communicate with patrons and co-workers.
• Work under stressful conditions.

Benefits

• Medical, Dental, Vision, Life & Disability Insurance
• 401(k)
• Paid Time Off
• Education Assistance
• Team Member Discounts

Pay

$43,888 per year

About Caesars Entertainment

At Caesars Entertainment, our Mission, Vision & Values reflect our unique purpose, providing people with possibilities and places to have fun.

• Mission: “Create the Extraordinary”
• Vision: “We create spectacular worlds that immerse, inspire and connect you. We don’t perform magic; we create it with excellence.”
• Values: “Blaze the Trail, Together We Win, All-In on Service”

Our corporate social responsibility framework, People Planet Play, represents our continuous dedication to enhancing economic development, uplifting the wellbeing of our Team Members and their families, and making positive contributions to the communities we operate in.

We believe in delivering family-style service—an approach that fosters warmth, connection, and a genuine sense of belonging. Our team treats every guest and colleague with the same care and hospitality we would extend to family, creating a welcoming environment built on respect, teamwork, and personalized attention.