Caesars Rewards Representative Lead

JOB SUMMARY:

The Caesars Rewards Lead / Supervisor reports to the Caesars Rewards Supervisor will supervise all functions provided at the Caesars Rewards center including Caesars Rewards functions and promotions, focusing on providing the highest level of service to our casino players.  Major responsibilities include overseeing the daily operation of the Caesars Rewards Center, interviewing, selecting and training employees, conducting performance reviews, handling team member complaints and disciplining and/or recommending discipline, scheduling and supervising work.

DIRECTLY SUPERVISES (PLEASE LIST POSITION TITLES):

Caesars Rewards Representatives

KEY JOB FUNCTIONS:

• Responsible for overseeing all job functions of Caesars Rewards, including but not limited to, new card sign-ups, card re-prints, PIN setup, accurate data integrity and promotions
• Responsible for the hands on supervision and scheduling of all Total Rewards team members
• Ensures that all team members successfully complete all required training and certification
• Ensures compliance with all established departmental and company-wide policies, procedures and regulatory requirements.  These include, but are not limited to, review of audit packages, Title 31 compliance, customer data integrity and adherence to all gaming and compliance guidelines in regards to drawings, tournaments and prize giveaways
• Supervises team to ensure that all deadlines are met, and that both internal and external communication is timely, clearly written and correct
• Accepts responsibility for operating department within budgetary guidelines 
• Facilitates a positive working relationship with all departments such as Direct Marketing, Advertising, Entertainment, Food & Beverage and Casino Marketing
• Reviews, tracks and maintains department expenditures, including office orders, gift orders, invoices and check requests to ensure costs are within budget guidelines and that expenses are tracked correctly for individual event analysis
• Assists Caesars Rewards Manager in monthly departmental financial review
• Understands and communicates Total Service program and scores to the staff
• Reviews and prepares timely evaluations of department team members
• Coaches Caesars Rewards Representatives and fosters sense of teamwork and accountability
• Assists with shift and break scheduling
• Ensures that all paperwork is organized and audited
• Demonstrate a sense of urgency while performing duties
• Creates atmosphere of fun and excitement for guests
• Be proficient in comps, cash back, voids, new accounts, reprints, promotions and redeeming procedures
• Ability to adapt quickly to rapidly changing business levels
• Attend department meetings, trainings and information sessions
• Collaborates with work-group and all support departments to ensure player satisfaction
• Communicates all relevant information to co-workers and management to maintain consistency and avoid potential problems
• Ensures confidentiality of all customer data. Complies with all state, federal and regulatory policies and procedures
• All other duties as assigned

EDUCATION and/or EXPERIENCE: 

• College Degree in Marketing, Communications, Business Administration preferred
• 2+ years supervisory experience required
• Prior casino experience preferred

QUALIFICATIONS:

• Candidate should be self-motivated; details orientated, and prioritize multiple tasks
• Excellent verbal, written, and presentation skills
• Strong proficiency in Microsoft Office applications and excellent ability to quickly learn computer software programs
• Good organizational skills and attention to detail
• Strong interpersonal and teamwork skills
• Must be able to work independently
• Must be able to sit, stand or walk for long periods of time (4 hours)
• Must be able to respond calmly and make rational decisions when handling employee conflicts
• Must be able to lift and carry up to 50 lbs.; and, have the ability to push, pull, reach, bend, twist, stoop and kneel
• Must have the manual dexterity to operate a computer and other necessary office equipment
• Must be able to tolerate areas containing dust, loud noises and bright light
• Must be able to work varied shifts, weekends and holidays as needed
• Ability to simultaneously manage several projects, and not be frustrated by changing priorities and unforeseen obstacles to achieving objectives
• $21.50 per hour

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 be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).