Dual Rate Guest Service Representative (Part Time; On-Call)

JOB TITLE:

Dual Rate Guest Service Representative

GRADE/FLSA STATUS:

H9/16-Non-Exempt 

BADGE TYPE/COLOR:

Key-Blue

DIVISION:

Marketing

DEPARTMENTS:

Caesars Rewards

REPORTS TO:

Supervisor, Box Office

WE ARE CAESARS

At Harrah’s Cherokee Casinos, our Mission, Vision & Values reflect our unique purpose, providing people with possibilities and places to have fun. Our Mission, Vision & Values represent a unifying and inspiring way forward, and all Team Members are expected to uphold them. 

• Our Mission: “Create the Extraordinary.”

• Our Vision: “We create spectacular worlds that immerse, inspire, and connect you. We don’t perform magic; we create it with excellence.”

• Our 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 well-being of our Team Members and their families, and making positive contributions to the communities in which we operate. 

JOB SUMMARY 

The Dual Rate Guest Service Representative supports entertainment performances, casino promotions, special events, and resort functions by serving in two capacities based on business needs: Guest Service Representative or Box Office Supervisor. In the Guest Service Representative role, this position assists with guest flow, ticketing, event setup, and the delivery of friendly, engaging service that enhances the overall guest experience. When assigned as Box Office Supervisor, the role oversees daily box office operations, manages ticketing accuracy and seat inventory, coordinates event logistics, and provides leadership, training, and support to Guest Service Representatives.

Across both functions, the Dual Rate Guest Service Representative ensures smooth event execution, resolves guest concerns with professionalism, and collaborates with internal departments and external partners to uphold Caesars Entertainment’s service standards, values, and regulatory requirements. This position plays a key role in creating a welcoming, efficient, and guest‑focused environment while maintaining operational excellence in all assigned duties.

HOW YOU WILL CREATE THE EXTRAORDINARY

Living Our Values & Strategic Support

• Model the organization’s mission, values, ethics, and service culture in all daily interactions.
• Support departmental goals by following and helping implement established plans, procedures, and improvements.
• Identify operational challenges or inefficiencies and communicate or recommend solutions to enhance service and efficiency.

Operational Excellence & Area Oversight

• Perform daily operational tasks accurately, efficiently, and in alignment with established standards and procedures.
• Assist with coordinating workflow, task assignments, and coverage to support business needs and maintain service levels.
• Monitor assigned areas for compliance with policies, safety guidelines, and regulatory requirements, escalating concerns appropriately.

Quality, Performance & Process Improvement

• Use resources responsibly by minimizing waste and following inventory, documentation, and cost‑effective practices.
• Observe and communicate performance trends, issues, or improvement opportunities to leadership.
• Support process improvements by adopting new procedures and providing feedback to enhance consistency and outcomes.

Guest, Client & Partner Experience

• Provide friendly, professional, and responsive service that reflects the organization’s brand and service expectations.
• Assist guests, clients, or internal partners promptly, resolving concerns when possible and escalating when needed.
• Help maintain a clean, organized, and welcoming environment that enhances the overall experience.

Team Collaboration & Leadership Support

• Contribute to a positive, respectful, and collaborative work environment through teamwork, communication, and professionalism.
• Provide on‑the‑floor guidance and support to team members when functioning in a supervisory capacity, without direct reporting responsibilities.
• Assist with training, onboarding, and skill development activities to support team readiness and operational consistency.

WHAT YOU WILL NEED 

• Must be 21 years of age or older.

• High School diploma or GED required.
• One year of sales & guest service experience is preferred.
• Six months of box office or ticketing experience is preferred, with experience with the Archtics Ticketing System preferred.

ADDITIONAL REQUIREMENTS 

• Strong guest service, communication, decision‑making, and teamwork skills; able to multitask, prioritize, and work closely with others while remaining adaptable, eager to learn, and receptive to direction.

• Professional appearance with high personal hygiene standards; proficient with Microsoft applications, including Excel; extremely detail‑oriented with a strong work ethic and desire for continued growth.

• Able to remain mobile throughout the casino, stand for extended periods, perform frequent physical movements, lift up to 40 pounds, and respond to visual and auditory cues.

• Effective in fast‑paced, high‑pressure environments; able to communicate clearly in English and follow instructions accurately.

• Comfortable working amid varying noise, temperature, lighting, crowds, and air quality (including secondhand smoke), with flexibility to work evenings, weekends, and holidays.

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).

EQUAL EMPLOYMENT OPPORTUNITY

Harrah’s Cherokee Casinos is an enterprise of the Eastern Band of Cherokee Indians and is an Equal Opportunity Employer. 

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