Job Description

Provides “A” level customer service while enthusiastically promoting the Caesars Rewards Program. This position will ensure the delivery and execution of service excellence to both internal and external customers. It will ensure all customer contact is courteous, informative, thorough, and friendly. It will also foster an employee culture that is passionate about delivering truly world-class customer service.

• Is the initial point of contact in the Seven Stars Lounge. Issues a friendly greeting and warm welcome to each guest that enters the Seven Stars Lounge and VIP Services. Offers excellent customer service to all guests.
• Answers inbound guest calls and guest questions and provides all necessary information in a friendly and positive manner.
• Completes hotel, restaurant, transportation and special event reservations for guests.
• Issue complimentaries from CMS for external hotel accommodations, show reservations, and other outlets as needed.
• Coordinate special requests with Casino Hosts and outside vendors for our preferred guests.
• Utilize multiple computer systems to maximum effectiveness.
• Assists in the execution of check-in at the Lounge desk. Prints cards, takes pictures, prints companion cards, and activates parking passes.
• Assist in the execution of special events and promotions.
• Prepare and communicate list of expected arrivals for external hotels and transportation arrivals.
• Daily responsibility for accurately preparing billing reports for external hotels.
• Provide personalized service for AEP and VIP players; know their preferences for services
• Conduct daily and shift reports as well as prepare reports to assist Promotions and Host teams.
• Anticipate and provide for VIP guest needs in advance of request.
• Is the initial point of contact for all guests. Issues a friendly greeting and warm welcome to each guest that enters the area. Offers excellent customer service to all guests.
• Assists each guest by answering questions, informing guests of property events and promotions, and assisting with directions.
• Directs guests into the appropriate line based on players card tier.
• Adhere to regulatory, departmental and company policies in an ethical manner.
• Responsible for departmental, company, and brand performance standards.
• Work well with in-house departments and outside vendors.
• Be a participating team member by providing input and suggestions, volunteering and being involved in projects, committees, and task forces.
• Be proactive with incidents and issues ensuring resolution with employees and guests.
• Maintain high standards of courtesy, hospitality, friendliness, and professionalism at all times.
• Reviews player rating screens and issues complimentaries in accordance with established complimentary issuance policies and procedures for restaurants, free casino play, etc.
• Updates and maintains customer information to accurately reflect customer profile.
• Enters new customer accounts when necessary.

• Must be 21 years of age or older
• Proficient in English verbal and written
• Equivalent to a college education with a minimum of 5 experience in Marketing and Management is preferred.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to deal with problems involving a few concrete variables in standardized situations.
• Flexible to work various shifts, weekends, and holidays
• Must qualify for, obtain, and maintain a gaming license from the Indiana Gaming Commission, if applicable.
• Access to the vessel is required.

ADDITIONAL REQUIREMENTS

• Must be able to lift/carry objects up to 25 pounds.
• Must be able to work in a loud and smoky environment.
• Must be able to work in warm/cold temperatures and/or weather conditions.
• Must be able to stand/walk for 6-10 hours of your shift.
• Must be able to bend, reach, push, pull and stretch repetitively.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Join the thousands of winners at Horseshoe Casino Hammond! Located just 20 minutes from downtown Chicago, Horseshoe Hammond is the premier entertainment and gambling destination in Chicago and Northwest Indiana. Horseshoe boasts more than 2,100 slot machines and over 100 table games. Even appetites win at Horseshoe Casino! Enjoy fresh dining options from The Eatery: Café and H Burger. Horseshoe Hammond has been awarded Best Place To Work for the last 9 years!