Job Title: Guest Services Supervisor
Summary:
Incumbents in this position are responsible for supervising and coordinating activities of personnel engaged in distributing/redeeming coupons, explaining promotion rules and procedures, processing Players’ Club applications, issuing Players’ Club cards, renting RV spaces, collecting Showroom rental fees, and conducting walk throughs with Showroom renters prior to and following their event.
Incumbent is responsible for a team of subordinates.
Guest Service / Client Orientation
All Black Mesa Casino employees must be able to develop a clear understanding of guests’ needs and goals while maintaining clear communication with guests regarding meeting their expectations. Each individual must follow through and respond to guests’ requests and inform them of action taken in a courteous, professional manner.
Essential Duties and Responsibilities: Include the following. Other duties may be assigned.
- Manage overall operations of Black Mesa Guest Services.
- Supervise the scheduling, training, and evaluation of the Black Mesa Guest Services staff. Examine work for exactness, neatness and conformance to policies and procedures.
- Resolve errors, complaints, and disputes with customers or subordinates.
- Prepare composite reports from individual reports of subordinates, such as RV space rentals, Players’ Club files and database, coupon redemption report and cash received.
- Perform inventory of Guest Services Department supplies, forms, and promotional items.
- Study and standardize procedures to improve efficiency of subordinates.
- Attend and satisfactorily complete all training as assigned by supervisor or Human Resources Department.
- Maintain professional appearance and hygiene.
- Perform work assignments in accordance with Casino Safety Policies and Procedures.
- Other duties as assigned.
Required Competencies:
- All Black Mesa Casino employees must operate in an ethical manner by following all Black Mesa Casino policies and procedures relating to cash transactions, handling, tracking, and proper behavior between staff and customers. Incumbent must conduct oneself above the appearance of doing something wrong.
- All Black Mesa Casino employees must be able to develop a clear understanding of customers’ needs and goals while maintaining clear communication with customers regarding meeting their expectations. Must follow through and respond to customers’ requests and inform them of action taken in a courteous, professional manner.
- All Black Mesa Casino employees must be competent in working effectively with division members and members of other divisions to resolve common issues or problems as well as listening and seeking others’ perspective on how to complete assignments. Keeps others informed and up to date about tasks, progress, or projects.
- Incumbents in this position must be able to communicate one’s feelings, preferences, needs, and opinions in a way that is neither threatening nor punishing to another person, while at the same time recognizing the effort of others and praising that effort.
- Incumbent in this position must be competent in gaining cooperation, support, and buy-in from others inside and outside the organization.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Minimum Qualifications:
- High School degree, or equivalent, AND 1 year experience engaged in providing either customer service or promotion for the Casino/Gaming industry; or an equivalent combination of education and experience.
- Extended working hours, including weekends, may be required.
- Should be able to type 23 words per minute.
- Must possess Class III Gaming License.
Language Ability:
Ability to read and interpret documents such as safety rules. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization.
Math Ability:
Ability to apply basic mathematical concepts.
Reasoning Ability:
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Computer Skills:
To perform this job successfully, an individual should have skills related to Word, Excel, Internet, and keyboarding and computer software programs such as a CRM system. Must also have the ability to work in a very fast paced environment, multitask, and change priorities as needed.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to; walk and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 5 pounds and occasionally lift and/or move up to 10 pounds.
Reports To: Marketing Manager
FLSA Status: Non-Exempt
Department: Marketing
Location: Casino
