Job Description
Job DescriptionDescription:
Summary
The Guest Service Manager is responsible for overseeing the daily operations of the Player’s Club and ensuring exceptional guest service standards are maintained across all front-line casino employees. This role requires strong leadership, problem-solving, and interpersonal skills to effectively manage a team, resolve guest issues, and drive a positive guest experience.
Responsibilities
Guest Service Management:
- Oversee the daily operations of the Player’s Club, including membership enrollment, point redemption, and tier benefits.
- Manage and develop a team of Guest Service Representatives and Leads.
- Ensure compliance with all regulatory requirements related to gaming and player tracking systems.
- Analyze player data to identify trends and opportunities for targeted marketing campaigns.
- Implement strategies to increase player engagement and loyalty.
- Works closely with the marketing management and other key decision-making individuals to meet marketing and guest service objectives
- Assists in development, implementation and execution of promotions, programs, and drawings
- Work closely with all departments to execute marketing programs and deliver quality guest service
Guest Service Standards:
- Establish and maintain high standards of GOLDEN service across all front-line casino employees.
- Provide outstanding customer service in a timely manner to both guests and fellow team members
- Ensure daily operations and experiences meet guest expectations
- Appropriately respond to and manage any escalated departmental concerns and guest and/or employee challenges
- Conduct regular training sessions to ensure staff are knowledgeable about guest service protocols.
- Monitor employee performance and provide coaching and feedback to improve service delivery.Resolve guest complaints and issues in a timely and professional manner.
- Identify opportunities to enhance the guest experience and implement improvements.
- Meets and greets players on the floor at special events and at promotions
- Provides feedback to the marketing department on specific issues as they relate to the department and to the guests
- Acts as liaison between guests and management as relates to the needs of guests' complaints and concerns
Team Leadership:
- Recruit, hire, and train qualified team members.
- Create and manage employee schedules to ensure adequate staffing levels.
- Conduct performance reviews and provide feedback to team members.
- Foster a positive and supportive work environment.
- Motivate and inspire the team to achieve goals.
- Builds unity and morale among casino staff, promoting enthusiasm and high standards of customer service by all employees.
- Works closely with the Casino Hosts, Slot Department, Food & Beverage Department, Facilities.
Requirements:
Skills/Abilities
- Proven experience in a casino or hospitality management role.
- Strong leadership and interpersonal skills.
- Excellent problem-solving and decision-making abilities.
- Strong organizational and time management skills.
- Proficiency in computer systems, including player tracking systems and Microsoft Office Suite.
- Knowledge of gaming regulations and compliance requirements.
- Ability to work flexible hours, including weekends and holidays.
- Able to obtain and retain gaming license through the Augustine Gaming Commission
Qualifications/Education/Experience
- Three years of supervisory/management experience, preferably in gaming
- Five years of guest service experience
- College degree
- Must be able to successfully pass a pre-employment drug screen and background investigation
Physical Demands/Work Environment
- Must be comfortable working in front of a computer as well as spending long periods of time on your feet on the casino floor
- Must be able to lift and periodically carry up to 25 lbs.
- Must be comfortable speaking in front of an audience
Note
This description incorporates the most typical duties performed. It is recognized that other duties not specifically mentioned may also be performed. The inclusion of these duties would not alter the overall evaluation of the position.
If none of the applicants should meet the stated qualifications, applicants whose education and experience are less than the stated requirements, may be interviewed and hired provided the applicant hired submits a formal written training plan within (30) thirty days which can be completed within a reasonable time agreed upon by the supervisor and the applicant. Applicants who are hired and fail to meet the agreed upon formal training program, will be discharged upon failure to complete the specified training as so scheduled.
Indian Preference Policy
Preference in filling vacancies is given to qualified Indian candidates in accordance with Tribal Law. Verification must be submitted with this application, if claiming Indian Preference. Consideration will be given to non-Indian applicants in the absence of qualified Indian Preference eligible candidates.
Equal Opportunity Employer
Within the scope of Indian Preference, all candidates will receive consideration without regard to race, color, sex, religion, national origin, or other non-merit factors.