Guest Service Lead Representative

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• Works closely with the Relationship Marketing Team.
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• While a supervisor is not present, the Guest Services Lead Representative is responsible for overseeing the Club.
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• Responsible for the consistent execution of Players Club initiatives.
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• Responsible for processing all player transactions for casino player club members.
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• Answers inquiries by clarifying desired information; researching, locating, and providing information.
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• Answers incoming and make outbound telephone calls according to designated service and productivity standards.
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• Solicits and identifies new gaming customers for the Players Club program.
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• Maintains customer information assuring the highest standards of data entry and confidentiality.
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• Provide superior level of guest service.
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• Maintain extensive knowledge of products, services, promotions, and programs.
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• Must have the ability to make sound decisions in providing complimentary items based on tracked play.
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• Excellent interpersonal, communication, team building and problem solving skills required.
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• The ability to resolve stressful situations.
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• Analytical skills and customer service orientation required.
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• Regularly communicate with team and manage time effectively.
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• Answers incoming and make outbound telephone calls according to designated service and productivity standards.
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• Responds promptly and discreetly to guest inquiries.
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• Assist guests in high limit host office when needed.
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• Demonstrate a high degree of integrity and responsibility in handling IGRC assets, lists and promotions.
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• 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
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• Update account information through internal systems.
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• Act as a guest liaison, handle issues & resolve situations to ensure smooth operations and excellent customer service.
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• Follow all submissions, SOPs, and IGC requirements.
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• Ability to perform multiple tasks in an efficient manner.
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• High School diploma or GED required.
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• Experience in data input
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• Must have 3-5 years of customer service experience.
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• Must possess strong verbal and written communication skills.
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• Must be able to work a flexible schedule to include evenings, weekends, and holidays.

ADDITIONAL REQUIREMENTS

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• Responsible for fostering a fun environment.
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• Responsible for being gracious to all guests and co-workers.
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• Responsible for promoting a positive influence in the community and participating in company-sponsored events.
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• Enthusiastically supports, actively promotes and demonstrates superior customer service in accordance with department and company standards and programs.
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• Ensures that behavior and appearance are in compliance with established standards.
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• Maintains a professional work environment with management and staff.
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• Routine standing and walking; frequent reaching, bending, stooping and carrying/ handling/ moving.
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• Able to lift weights up to 40 pounds.
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• Maintains a professional work environment with supervisor and all staff.
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• Must be able to work in a loud, smoking environment.

• Access to general gaming floor.