Guest Relations Supervisor - Full Time

EDUCATION / EXPERIENCE

Must be at least 18 years of age, with a High School Diploma or GED. Must possess strong mathematical skills, customer service experience, computer knowledge and previous cash sales experience. Must have a thorough knowledge of Player Tracking or similar software.

SUMMARY

Observe and assist in daily operations and enforcement of internal controls, policies, and procedures of the Guest Relations Department.

ESSENTIAL JOB FUNCTIONS

• Perform as a working supervisor by spending a percentage of time, as communicated by the Enterprise Manager, on the floor in a frontline or support capacity.
• Assisting the Guest Relations Manager to guiding, coaching, scheduling, training and developing the technical and personal skills of Guest Relations, and Player's Club, personnel.
• Assisting in working toward goals of the business and department through monitoring and supervising of staff, inventory, and departmental functions.
• Perform the duties of Guest Relations Host, and Player Club Host as needed.
• Assist staff in promotional theme nights in support of our Marketing Department.
• Review, maintain and communicate knowledge of all current and upcoming promotion event sheets.
• Function as highly visible customer service representatives.
• Assist GR Manager and Player Development Program in hosting and in the oversight of staff hosting our high value players as well as knowledge of all current policies and procedures related to such tasks.
• Assist/Oversight of staff acting as Group Greeter for Guest Tours/provide information.
• Assist Sales in Motorcoach and Group tour reservations.
• Copy/distribute bus calendars.
• Assist/Monitor group compensation program.
• Assist in recording, filing, and reporting of pertinent department information and logs.
• Communicate with management staff any guest problems/inform guests of services offered.
• Report to Guest Relations Manager any pertinent information/problems.
• Willingness to cross-train and provide support in related areas of operations.
• Other duties as assigned by supervisor.

OTHER NECESSARY SKILLS AND ABILITIES

Must have excellent customer service and communication skills both verbal and written. Must be a team player with a positive attitude. Must be highly organized and able to handle multiple tasks at one time. Must be able to complete tasks and projects in a timely manner by prioritizing obligations and time. Must possess the ability to work with various personalities while maintaining impartiality. Must respond to supervisory guidance and assignments and accept constructive criticisms in order to learn new, updated information. The needs for quickness and ease of adjustment to the work environment and flexibility to change are essential in this position. Working knowledge of 10 key calculator and cash register. Typing skills and general PC skills and familiarity of Microsoft products a plus.

DRIVING REQUIREMENTS

Must possess a valid, Michigan driver's license and be insurable by the Tribe.

SUPERVISORY RESPONSIBILITIES

• Safeguard assets in the following areas:
  • Player's Club Booth, Gift Shop, Coat Check, Storage Areas, and Department Offices areas.
• Task delegation to achieve maximum results.
• Reinforcement of all policies and procedures.
• Monitor department expenditures and inventory.
• Maintain in-depth knowledge of all departmental operations.
• Monitor, take part or perform interviews.
• Staff Performance Evaluations, attendance, scheduling, employee file maintenance.
• Employee disciplinary actions and corrections including terminations.
• Coordinate with department staff for daily operations.
• Work with management and other departments in matters concerning Guest Service.

EQUIPMENT TO BE USED

Laptop computer/PC, Voucher printer, NBS thermal imaging card printer, multi-line telephone, Point of Sale system/cash register, microphone/intercom/paging system, copy machine, fax, Digital Cameras, 10 key calculator, ladder, dolly, merchandise tag attaches, merchandise retrieval hook, two-way radios, portable coat racks, poster frames, stanchions.

TYPICAL PHYSICAL DEMANDS

While working on gaming floor must be able to stand for long periods of time or frequently move from a sitting to a standing position/standing to sitting position and work in small-enclosed areas with other staff. Walking gaming floors and interact with guests. Occasion lifting and/or moving objects up to 45lbs. Requires bending, stretching, stooping and climbing a ladder. Using a dolly to move boxes around.

TYPICAL MENTAL DEMANDS

Must be able to effectively handle stressful and compromising situations while remaining focused and professional. Must be able to deal with difficult people without losing perspective. Must be able to work productively under strict time restraints with variable deadlines. Must be able to handle guest and employee disputes, which may involve problem solving.

WORKING CONDITIONS

Must be able and willing to work in a crowded, loud and smoking environment. Must be able to handle being under constant surveillance. May be required to work in a small-enclosed space. Must practice all safety policies, procedures and standards as set by OSHA. You may also be exposed to diesel smoke from buses. Some travel may be required.

COMMENTS

Native American and Tribal Preference will apply. Must be able to pass a background investigation and a drug and alcohol urinalysis as a condition of employment. Must be able to work flexible hours and to take on additional responsibilities when asked. Must adhere to company policies regarding strict confidentiality.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Management retains the right to add or to change the duties of the position at any time. Any qualifications to be considered as equivalents in lieu of stated minimums require prior approval of the Director of Human Resources.