Guest Service Lead Representative

Job description

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.

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.