GUEST SERVICE SUPERVISOR

Oversees daily operations of Players Club Centers, promotions and other marketing areas.

Responsibilities

• Responsible for the consistent execution of Players Club initiatives.
• 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.
• Responsible for processing all player transactions for casino player club members.
• 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.
• 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 required.
• Regularly communicate with team and manage time effectively.
• Responds promptly and discreetly to guest inquiries.
• Walk casino floor and identify uncarded patrons and influence new card sign-up when needed.
• Assist guests in high limit host office when needed.
• Organize and maintain a wide variety of activities on a supervisory, clerical, accounting and guest services level.
• Demonstrate a high degree of integrity and responsibility in handling IGRC assets, lists and promotions.

• Be knowledgeable of property, product, promotions, and events

• 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 utilization 

• Act as a guest liaison, handle issues & resolve situations to ensure smooth operations 

• Follow all submissions, SOPs, and IGC requirements.

• Executes and announces casino promotions.

• Must be able and willing to work evenings, weekends, and holidays.

• Ability to perform multiple tasks in an efficient manner.

Qualifications

• One to three (1-3) years casino marketing or slot host experience required; 

• High School diploma or GED required, with a college degree preferred; or an equivalent combination of education and/or work experience. 

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

• Proficient knowledge of Microsoft Office, Excel, and word is required.

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/walking; frequent reaching, bending, stooping and carrying/ handling/lifting up to 40 pounds. 

• Must be able to work in a smoking environment. 

• Access to general gaming floor.