Customer Services/Guest Services Lead $25.00/hour plus tips

Guest Services Lead

Commerce Casino is the world's largest card casino offering more than 200 tables. Established in 1983, the casino values its staff of over 2,500 employees and is proud to be known as "Where the World Comes to Play." Commerce Casino offers a comprehensive benefits package to include medical, dental, vision, life, flexible spending accounts, 401(k), vacation time, and much more!

Primary Job Functions

The Guest Services Lead position will be responsible for leading the day-to-day operations of the Guest Services Desk Teams. The purpose of role is created specifically to support, assist with training and oversee service excellence in these designated areas with the highest standards and property compliance in mind. Player Profiles, Rewards, Redemption Resolution and Recognition are always top priority. The Lead is to work hand in hand with all associated departments such as but not limited to Guest Services, Marketing, and Casino Operations. The Guest Services Desk Lead will be designated as the property key location for guests to receive all information regarding onsite promotions, player programming, safety or security policies, food and beverage outlets, gaming options, services and amenities.

Essential Duties and Responsibilities

• Work as a lead team member to grow revenue and income managed by the Casino and Marketing teams.
• Develop one on one relationships with Guest Services Desk Teams and provide exceptional service training to cultivate and maintain consistency throughout daily operations.
• Ensure that all guests are dealt with in an efficient and courteous manner. Resolve complaints and issues effectively while escalating concerns as appropriate.
• Must have knowledge of, and be able to communicate, games offered by the casino, current marketing events, promotions and programs along with benefits and privileges of using the player card.
• Supports and assists in promoting new Player Card enrollments.
• Use sound judgment and make decisions in accordance with established comp and expense guidelines.
• Perform other related duties as required by Guest Services department, Marketing, Sales, Casino Services and Business development.
• Actively promotes and uses the company's core values to lead by example when interacting with employees and guests.
• Responsible for maintaining the Commerce Casino and Hotel standards of service with guests, vendors, and coworkers always.
• Responsible for Guest Services Desk to maintain player stay and gamming preferences, special requests, and complete guest profiles.

• You will be responsible for overseeing all aspects of player satisfaction, from arrival to departure
• Lead the Guest Services Desk team to ensure a high level of guest service is always provided.
• In Collaboration with the Guest Experience Leadership Team you will develop and implement strategies to ensure guest satisfaction throughout all gaming areas and create a positive and welcoming atmosphere
• Assist with Training and Mentoring Guest Services Desk team on company policies, procedures, and service standards
• Assist Guest Experience Leadership with Monitoring and maintaining guest feedback and reviews, taking necessary actions to address any issues and improve overall satisfaction
• Collaborate with other departments to ensure a seamless and efficient guest experience
• Maintain accurate records and reports related to player profiles, guest requests, complaints, marketing promotion redemptions, rewards and recognition programs.
• Handle any escalated guest complaints or issues in a timely and professional manner to Guest Experience Leadership or any other Department Head that should be included.
• Stay updated on industry trends and best practices in order to continuously improve guest services ratings and player retention.
• Conduct regular performance evaluations for Guest Services Desk staff and provide feedback for improvement to Guest Experience Leadership Team.
• Participate in recruitment, hiring, and training of new Guest Services Desk team members
• Must be able to work a full-time schedule during tournaments and other peak business periods.
• Must be able to work overtime, as business needs require, with or without advance notice.

Qualifications

Work Experience Required min. 3-4 years' experience in the hospitality industry.

Education : min. High School Diploma or equivalent, combination of work experience and education.

Knowledge Required : General knowledge of computers, printers, scanning, Microsoft Windows, office, excel, reporting, money transactions, email and telephone etiquette.

Other Requirements

• Must be able to speak, read, and understand English. Bilingual (Spanish, Mandarin, Korean or Vietnamese) is a plus.
• Excellent verbal, written and interpersonal skills.
• Ability to stand and walk the entire shift excluding breaks and meal periods.
• Able to lift over 45 lbs. and perform other physical duties.
• Must demonstrate a positive, welcoming, friendly and enthusiastic approach to all tasks.
• Outstanding work performance, reliability of task completion, attendance and punctuality.
• Must be able and willing to work a flexible schedule, to include evenings, weekends and holidays.
• Must be clean, well-groomed, and have a professional appearance including uniform or business attire.
• Two (2) years of previous experience as a Concierge, VIP ambassador or Casino host preferred.
• Technical capacity: Basic knowledge of Property Management System, Player Management Program, F&B Order programs, Work order systems and safety / emergency training.
• Must have a Gaming License (or the ability to obtain and maintain a license) as a requirement for this position.

Scheduled Hours

Commerce Casino operates 24 hours, 7 days a week. Schedules may vary depending on business needs. There are no guarantees to a set schedule, preferences or requests are based on availability, staffing levels and needs of the business and are subject to change at any time.