Caesars Entertainment

WE ARE CAESARS

At Caesars Entertainment all Team Members are expected to uphold our Mission, Vision & Values.

• 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”

JOB SUMMARY

Quality Assurance Manager will be responsible training team members on all aspects of selling, creating initiatives to drive incremental revenue, setting daily, monthly quarterly goals for selling and service results, monitoring & implementing service standards, auditing service results for all team members, coaching team members on selling and service deliverables. Must meet revenue and service objectives and coach team members to ensure revenue targets are met. They will also assist in the hiring process.

HOW YOU WILL CREATE THE EXTRAORDINARY

• Ensures the adherence to standards in regard to guest service, sales, verbiage and technical attributes. Ensures all aspects of quality at Front Office and Front Services areas and reports performance measurements to department leadership. Evaluates, reports and documents for adherence to quality, service, sales and accuracy via monitoring guest interactions, auditing front desk transactions and tracking Guest Service Surveys.
• Work with all team members on all shifts to monitor Service and Sales techniques.
• Create development plans to ensure team members improve on Service and Sales behaviors.
• Continuously train team members on Sales and Service techniques, audit spotlight inspections and work with managers to develop service plans for each Team Member.
• Creates and maintains daily, weekly, monthly reporting on Sales and Service initiatives.
• Creates and maintains all Front Desk training course materials including but not limited to training manuals, PowerPoint presentations, and overall curriculums.
• Conduct training needs assessment analyzes training effectiveness and addresses performance gaps and makes recommendations to department leadership for future training initiatives based on trends and observations.
• Listens and monitors guest interactions for adherence to scripting and other attributes as outlined in service training documents, department memos, policies and procedures. Maintains and creates new observation scorecards based on department needs.
• Completes and distributes the service reports for department and individual team members’ performance.
• Develops and delivers all aspects of training for Front Office and Front Services including new hire training, one-on-one coaching, follow up training and training progress reporting. Completes all subsequent refresher training, continued training, new application training and specialized/targeted training.
• Review and respond to guest concerns/feedback on booking and social media channels and prepare a report/ action plan for areas of opportunity.
• Audit C.com, OTA and social media websites to ensure content is current and accurate.
• Creates and maintains initiatives to elevate service to undiscovered VIPs, high paying guests and high-value casino guests.
• Communicates clearly and concisely verbally and in writing.
• Presents new material to groups of individuals in a way that fosters learning and comprehension of such material.
• Coaches while developing employees using a consistent, approachable demeanor and clearly articulate expectations to a diverse audience.
• Audits adherence to protocols, technical specifications and SOP’s and meets measured efficiency goals and standards.
• Trains, guides, and supports Hotel personnel to achieve company goals and objectives through the fair application of all policies and procedures.
• Acts as a role model and encourages others to do the same. Remaining objective through everyday work responsibilities.
• Adheres to all company policies, regulatory and state/federal laws.

WHAT YOU WILL NEED

• Must be 21 years of age or older
• 2-year college or better preferred, but not required
• 1-year LMS or other Property Management System experience, one year training background, Sales experience
• Front Desk, Reservations, Training and QA monitoring experience preferred but not required

ADDITIONAL REQUIREMENTS

• Intermediate level of knowledge of Microsoft Office programs (Excel, PowerPoint and Word)
• Must have a thorough knowledge of the processes and guidelines for Front Desk, Casino, General Reservations, Total Rewards, CMS and LMS
• Able to work interdependently and take initiative and willingness to work a flexible work schedule based on business demands. Will be required to work all shifts.
• Must be an objective individual and independent thinker
• Can handle multiple tasks in a high volume, fast paced environment
• Must have knowledge of computer, telecommunications functions and systems
• Excellent organizational, listening, interpersonal and analytical skills
• Must demonstrate an upbeat and positive disposition
• Strong knowledge of customer care processes and techniques are vital
• Able to stand up to 8 hours a day.

TOGETHER WE WIN

• Company information including MVV/EVP
• Company Culture (FSS and BIG Highlight?)

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).

Bugsy Siegel’s desert dream, the Flamingo, has anchored the Las Vegas Strip since they started rolling dice in 1946. More than sixty years later, we’re still looking for fresh faces to help us surprise our guests with unexpected fun and excitement. This inclusive resort provides you the perfect opportunity to entertain our guests as they stay in over 3,500 rooms and suites and play in our 77,000 square foot casino, and 15 acre backyard tropical retreat. The confident and vivacious will find the Flamingo as the place to be.

Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy-related conditions, or where a conflict exists between the position and an individuals’ religious beliefs or practices.

The below statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position.

The Company reserves the right to make changes to the job description whenever necessary.

As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre-employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre-employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre-employment screening may occur post-offer. The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.