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.