About the position
The position involves hiring, motivating, training, coaching, mentoring, and directing departmental team members to provide exceptional customer service. Responsibilities include awarding customers complimentary services based on gaming action, coordinating guest visits, and ensuring maximum convenience and comfort for guests. The role requires contacting guests to increase trip frequency and delivering world-class service to ensure team members receive adequate leadership and resources. The position also involves approving staffing schedules, maintaining awareness of gaming regulations, and developing security measures to ensure operational integrity. Additionally, the role includes monitoring the Casino Marketing operation, reviewing complimentary offers, and developing new marketing opportunities to drive revenue. The candidate must also handle negative guest experiences and establish goals to prevent recurrence, all while maintaining a professional demeanor that reflects the company's core values.
Responsibilities
- Hires, motivates, trains, coaches, mentors, and directs departmental team members.
- Awards customer complimentary based on gaming action and program guidelines.
- Coordinates guest visits including meals and show reservations.
- Contacts guests to increase trip frequency.
- Delivers world-class service to ensure Team Members receive sufficient leadership.
- Approves staffing work schedules for maximum efficiency.
- Maintains awareness of gaming regulations and compliance.
- Works closely with other property key personnel on gaming activities.
- Develops security measures to ensure operational integrity.
- Reviews activities in games operations to improve staffing and service.
- Establishes department standards, guidelines, and objectives.
- Monitors and evaluates the Casino Marketing operation.
- Reviews and monitors complimentary offers and reinvestments.
- Develops new marketing opportunities and drives incremental revenue.
- Reviews, evaluates, and resolves negative guest experiences.
- Establishes measurable goals and policies to prevent negative experiences.
- Conducts themselves in a gracious and professional manner.
- Works closely with staff and Security to resolve complaints.
Requirements
- Minimum of 4 years of customer service experience (casino experience recommended).
- Bachelor's degree, secondary education certification, or considerable experience in related field preferred.
- Proven experience providing high level of guest service in a high stress environment.
- Proven ability to prioritize duties.
- Working knowledge of general computer programs, including Microsoft Outlook, Excel, and Word.
- Ability to effectively communicate in English, both written and verbal.
Nice-to-haves
- An upbeat and creative approach typically leads to success in this role.
