Guest Service Lead Representative

About the job

• Works closely with the Relationship Marketing Team.

• While a supervisor is not present, the Guest Services Lead Representative is responsible for overseeing the Club.

• Responsible for the consistent execution of Players Club initiatives.

• Responsible for processing all player transactions for casino player club members.

Responsibilities

• Answers inquiries by clarifying desired information; researching, locating, and providing information.

• Answers incoming and make outbound telephone calls according to designated service and productivity standards.

• Solicits and identifies new gaming customers for the Players Club program.

• Maintains customer information assuring the highest standards of data entry and confidentiality.

• Provide superior level of guest service.

• Maintain extensive knowledge of products, services, promotions, and programs.

• Must have the ability to make sound decisions in providing complimentary items based on tracked play.

• Excellent interpersonal, communication, team building and problem solving skills required.

• The ability to resolve stressful situations.

• Analytical skills and customer service orientation required.

• Regularly communicate with team and manage time effectively.

• Answers incoming and make outbound telephone calls according to designated service and productivity standards.

• Responds promptly and discreetly to guest inquiries.

• Assist guests in high limit host office when needed.

• Demonstrate a high degree of integrity and responsibility in handling IGRC assets, lists and promotions.

• Assist premium customers with reservations and acquisition of amenities and work closely with casino operations to ensure that high limit players are recognized and acknowledged

• Update account information through internal systems.

• Act as a guest liaison, handle issues & resolve situations to ensure smooth operations and excellent customer service.

• Follow all submissions, SOPs, and IGC requirements.

• Ability to perform multiple tasks in an efficient manner.

Qualifications

• High School diploma or GED required.

• Experience in data input

• Must have 3-5 years of customer service experience.

• Must possess strong verbal and written communication skills.

• Must be able to work a flexible schedule to include evenings, weekends, and holidays.

ADDITIONAL REQUIREMENTS

• Responsible for fostering a fun environment.

• Responsible for being gracious to all guests and co-workers.

• Responsible for promoting a positive influence in the community and participating in company-sponsored events.

• Enthusiastically supports, actively promotes and demonstrates superior customer service in accordance with department and company standards and programs.

• Ensures that behavior and appearance are in compliance with established standards.

• Maintains a professional work environment with management and staff.

• Routine standing and walking; frequent reaching, bending, stooping and carrying/ handling/ moving.

• Able to lift weights up to 40 pounds.

• Maintains a professional work environment with supervisor and all staff.

• Must be able to work in a loud, smoking environment.

• Access to general gaming floor.

Additional Information

• Job Identification: 89841
• Job Category: Call Center and Reservations
• Job Schedule: Full time