Surveillance Agent (Harrah's Philadelphia)
On-siteChester, Pennsylvania, United States
Job Summary
Monitor casino activities via CCTV system, prepare reports and logs, and present evaluations of observed illegal activity to proper departments. Enforce state and federal regulations while adhering to all department, company, and state policies. Deliver superior customer service to external and internal guests by greeting them warmly, anticipating needs, and resolving problems using the Service Recovery process. Promote Caesars Rewards programs, register members, and ensure guests leave with a warm farewell. Act as a role model to other employees, consistently demonstrating positive energy and enthusiasm from one interaction to the next.
Required Qualifications
- Endorses the business objectives, ethics and values of Harrah's Entertainment Inc.
- Operates a closed-circuit television (CCTV) system
- Presents evaluations of any observed illegal activity to the proper departments
- Makes necessary recommendations
- Makes recommendations and enforces state and federal regulations
- Adheres to all department, company and State regulations, policies and procedures
- Consistently demonstrates superior customer service skills
- Displays Spotlight on Success behaviors and FOCUS skills
- Maintains upbeat, positive attitude, friendly and helpful demeanor
- Displays positive energy and enthusiasm from one interaction to the next
- Utilizes smiles and frequent eye contact
- Projects warmth and friendliness
- Creates an atmosphere of luck
- Celebrates customer wins
- Is ready to serve
- Is well informed of daily facility hours of operation
- Is well informed of promotional programs
- Is well informed of any other relevant valuable guest information
- Builds relationships by greeting guests with a warm, friendly verbal greeting
- Anticipates needs of the guest
- Provides fast, flawless service
- Executes all service programs
- Assures prioritization of service to very best guests
- Checks for satisfaction
- Properly uses the Service Recovery process
- Promotes Caesars Rewards programs
- Promotes Caesars Rewards registration and membership
- Provides a warm farewell
- Thanks guests for visiting
- Promotes Harrah's
- Projects Harrah's in a positive light to guests
- Acts as a role model to other employees
- Presents oneself as a credit to Harrah's
- Encourages others to do the same
- Adheres to all regulatory, company and department policies and procedures
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