Loyalty Rewards Supervisor (Harrah's Metropolis, Illinois

Job Summary

At Caesars Entertainment, 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 corporate social responsibility framework, People Planet Play, represents our continuous dedication to enhancing economic development, uplifting the wellbeing of our Team Members and their families, and making positive contributions to the communities we operate in.

Job Summary
- Sets high standards for Caesars Rewards customer service and program execution. Coaches employees to meet or exceed those standards. Strives to improve Total Service scores in overall Caesars Rewards customer service.

How You Will Create The Extraordinary-

• Ensure all Caesar Rewards employees successfully complete required training and certification.
• Partners with Caesars Rewards Manager to hire and manage Caesars Rewards employees.
• Counsel employees on career opportunities and recommend transfers/ promotions through e-transfers.
• Routinely exercise authority to suggest or recommend advancements, promotions, hiring, and firing.
• Serves as Role Model for Caesars Rewards staff.
• Coaches and reviews employee performance and administer recognition and discipline. Prepares and coordinates semi-annual PAR review of assigned personnel.
• Handles employee grievances and/or discipline.
• Ensure that all CR employees understand, support and communicate all aspects of the Caesars Rewards program and special events, promotions, and player programs.
• Create a fair work environment for the administration of policies and procedures, and regulatory requirements.
• Responsible for ensuring customer data integrity.
• Ensure compliance with all established policies, procedures, and regulatory requirements.
• Ensure adequate staffing levels. Plans daily work schedules and adjusts to meet demands.
• Administer department comp and re-investment guidelines.
• Responsible for Caesars Rewards "Total Service" scores, constantly raising the bar of service delivery.
• Effectively communicates the benefits of the tiered card program and provides players with a compelling reason to consolidate play.
• Monitor and approve employee payroll.
• Handles customer complaints quickly and strives to satisfy any reasonable requests
• Supervise multiple areas within department
• Ability to multi-task while ensuring customer service is highest priority

What You Will Need

• High School graduate or equivalent required.
• Computer literacy required, familiarity with Casino Management Systems preferred.
• College degree or equivalent experience, preferred. Harrah's experience preferred.
• Ability to maintain composure and excellent guest relations under all circumstances.
• Strong interpersonal and team building skills.

Additional Requirements-

Physical
- Must be able to:

• Be mobile in a restricted area behind counter.
• Stand, sit and bend for long periods of time.
• Operate a computer.
• See to operate a computer screen.
• Tolerate noisy, stressful environment.
• Lift a minimum of 20 pounds.
• Must be able to hear. Can be augmented with a hearing aid.
• Use telephone and radio to communicate during entire shift as needed.
• Climb stairs repeatedly.

Mental
- Must be able to:

• Understand and comply with policies and procedures, job descriptions, daily memoranda and other written and verbal instructions.
• Write to complete reports.
• Read and understand in order to communicate with patrons and co-workers.
• Must be able to work under stressful conditions.

Gaming

Must have the ability to hold an Occupational License as required by the Illinois Gaming Board.

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 customers 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…