Guest Services Representative-Petoskey

Guest Services Representative Reports To: Guest Services Supervisor Department: Marketing Minimum Pay Rate: $16.50 per hour Job Code: GSRREP Pay Grade: MRK2 Date Created: 07/24/2004 Last Update: 01/01/2024 Job Summary Primary responsibilities include helping guests sign up for and utilize the benefits for Players Club, greeting and processing groups and buses, and assisting with promotions and special events. Primary Duties and Responsibilities Conduct oneself in a positive and professional manner, acting as a role model for all Team Members. Greet all Guests and Team Members in a friendly, open manner. Provide consistent, prompt, and courteous guest service at all times under any conditions. Recognize and greet frequent guests. Create a fun and exciting atmosphere (in a professional and polite manner), by making overhead announcements of birthdays, paging requests and winner announcements. Maintain knowledge of all current and upcoming promotions and events at Odawa Casino Resort. Responsible for handling Players Club enrollment, account balance inquiries, redeeming and issuing vouchers, looking up and issuing direct mail offers and explaining programs and events to Guests. Responsible for data entry of new Players Club enrollees. Conduct all phone operator duties for the department including answering phone calls, calling phone lists, looking up direct mail offers, transferring calls, completing reservations for incoming Guests, etc. Assist with the Casino Host department including issuing and explaining complimentary offers and working from VIP service areas. Work with bus groups by completing bus manifests, greeting incoming buses and assisting with departing buses. Assist marketing staff on special promotions when necessary. Act immediately on any Guest complaint to ensure that corrections are made and that 100% satisfaction guarantee invocations are made. When unable to handle a complaint, calls Supervisor, Shift Manager or appropriate Marketing personnel to resolve issues in a professional manner. Assist Guests with jackpot wins, takes photographs, and attempts to get a release form signed so that the winner’s information can be used for promotional purposes. Solicit Guest feedback by direct interaction and comment cards. Maintain a clean, organized, safe and comfortable work environment for employees and guests. Attend required department meetings. Complete all required training satisfactorily. Maintain the highest level of confidentiality at all times. Work at other properties as needed. Perform all other duties as assigned within the scope of the position. Systems Synkros, MS Office Suite Mission Statement We create excitement and memories. Values We create a culture that provides: A fun, rewarding, safe, and consistent environment for our Team Members. A warm reception, welcoming environment, and friendly atmosphere. An optimal entertainment experience through exceptional service. Support for the Waganakising Odawak values through Wisdom, Love, Respect, Bravery, Honesty, Humility, and Truth. A contribution and connection to the community. Minimum Qualifications Must have a high school diploma or equivalent. Must be computer literate and familiar with Microsoft Office. Must possess the ability to establish priorities, work independently, handle and resolve problems and conflicts, etc. Must read, write and speak English fluently. Must have basic math skills. Excellent interpersonal, customer service, communication, team building and problem-solving skills are required. Must be able to handle busy periods during peak service times. Must be able to stand or walk for long periods of time. Must be able to bend, kneel and reach. Use of hands, wrists, and fingers associated with computer usage. Must be flexible with shift and days off with ability to work overtime, weekends, holidays, special events, etc., as needed. You may be required to pass a skills assessment test to determine if you meet the minimum qualifications. Exposure to loud, continuous noise levels and a smoke-filled environment. Must be able to obtain a gaming license in accordance to the regulations established by the LTBB Gaming Regulatory Commission and be able to serve in the position under any other applicable law. Preference: Applies to Native Americans in accordance with applicable tribal law. #J-18808-Ljbffr Odawa Casino Resort