Job Description

JOB TITLE:

Guest Service Representative

GRADE/FLSA STATUS:

H9-Non-Exempt

BADGE TYPE/COLOR:

Work Permit-Peach

DIVISION:

Marketing

DEPARTMENTS:

Caesars Rewards

REPORTS TO:

Supervisor, Box Office; Supervisor, Casino Services

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 Guest Service Representative supports the successful execution of entertainment performances, casino promotions, special events, and resort functions across multiple property locations. This role helps create a fun, engaging, and seamless guest experience by assisting with event setup, seating, queuing, ticketing, and guest direction. The position serves as an enthusiastic ambassador of the property, providing accurate information about entertainment offerings, promotions, and Caesars Rewards benefits while maintaining the highest standards of courtesy and professionalism. The Guest Service Representative upholds all regulatory, departmental, and company policies and contributes positively as a team member by offering constructive input and supporting a collaborative work environment. Other duties as assigned.

HOW YOU WILL CREATE THE EXTRAORDINARY

Living Our Values

• Demonstrate the organization’s mission, values, ethics, and service culture through daily actions and interactions.
• Support departmental goals by following established procedures, standards, and work practices.
• Identify basic issues or inefficiencies and communicate them to supervisors to support continuous improvement.

Operational Excellence

• Perform daily tasks accurately, efficiently, and in accordance with departmental procedures and quality standards.
• Follow direction on task assignments, workflow priorities, and operational requirements to support smooth operations.
• Maintain compliance with policies, safety guidelines, and regulatory requirements, reporting concerns promptly.

Quality & Performance

• Use resources responsibly by minimizing waste, following inventory procedures, and maintaining proper documentation.
• Meet performance expectations related to productivity, accuracy, and service quality.
• Support process improvements by adopting new procedures and providing feedback when requested.

Guest Experience & Brand Excellence

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

Teamwork & Growth

• Contribute to a positive, respectful, and collaborative work environment through teamwork and open communication.
• Participate in training and skill‑building activities to support personal growth and job proficiency.
• Demonstrate reliability, accountability, and professionalism that strengthen team performance.

WHAT YOU WILL NEED

• Must be 21 years of age or older.
• High School diploma or GED required.

ADDITIONAL REQUIREMENTS

• Strong guest‑service orientation with excellent interpersonal, oral, and written communication skills; able to work cooperatively with others, follow direction positively, and contribute as an effective team member while maintaining professionalism and confidentiality.
• Proficient computer skills, including Microsoft Office applications; highly detail‑oriented with strong decision‑making, multitasking, and prioritization abilities; adaptable, eager to learn, and capable of performing effectively in fast‑paced or high‑pressure environments.
• Professional appearance with excellent personal hygiene; demonstrates a strong work ethic, positive attitude, and the ability to create an engaging and welcoming guest experience.
• Physically able to remain mobile throughout the casino; stand for extended periods; move around the property; stoop, bend, reach, kneel, twist, grip items; respond to visual and auditory cues; and lift/carry up to 40 pounds with reasonable accommodations.
• Comfortable working in environments with varying noise, temperature, lighting, crowds, and air quality (including secondhand smoke); able to read, write, speak, and understand English; and available to work a flexible schedule including evenings, weekends, and holidays.

TOGETHER WE WIN

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. Whether assisting guests or collaborating with coworkers, we prioritize service that is thoughtful, supportive, and rooted in genuine relationships.

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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