Guest Service Lead Representative

• 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. 

• 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. 

• 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.