Guest Services Representative-Petoskey

Odawa Casino Resort

Job Description

Job Title:Guest Services Representative-Petoskey

Reports To: Guest Services Supervisor

Department:Marketing

Minimum Pay Rate:$16.50 per hour

Job Code:GSREP

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:

• Conducts oneself in a positive and professional manner, acting as a role model for all Team Members.
• Greets all Guests and Team Members in a friendly, open manner.
• Provides consistent, prompt and courteous guest service at all times under any conditions.
• Recognizes and greets frequent guests.
• Creates a fun and exciting atmosphere (in a professional and polite manner), by making overhead announcements of birthdays, paging requests and winner announcements.
• Maintains 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 and offers, looks up and issues direct mail offers and explanation of programs and events to Guests.
• Responsible for data entry of new Players Club enrollees.
• Conducts all phone operator duties for the department including but not limited to answering phone calls, calling phone lists, looking up direct mail offers, transferring calls, completing reservations for incoming Guests, etc.
• Assists with the Casino Host department including issuing and explaining complimentary offers and working from VIP service areas.
• Works with bus groups by completing bus manifests, greeting incoming buses and assisting with departing buses.
• Assists marketing staff on special promotions when necessary.
• Acts 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, in order to resolve issues in a professional manner.
• Assists 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.
• Solicits Guest feedback by direct interaction and comment cards.
• Maintains a clean, organized, safe and comfortable work environment for employees and guests.
• Attends required department meetings.
• Completes all required training satisfactorily.
• Maintains the highest level of confidentiality at all times.
• Work at other properties as needed.
• Performs all other duties as assigned within the scope of the position.

Systems:  Synkros, MS Office Suite

Upholds Odawa Casino Mission statement in all aspects of position:

Mission:

We create excitement and memories.

Values:

We create a culture that provides:

1.       A fun, rewarding, safe, and consistent environment for our Team Members.

2.       A warm reception, welcoming environment, and friendly atmosphere.

3.       An optimal entertainment experience through exceptional service.

4.       Support for the Waganakising Odawak values through Wisdom, Love, Respect, Bravery, Honesty, Humility, and Truth.

5.       A contribution and connection to the community.

Preference: Applies to Native Americans in accordance with applicable tribal law.

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 of the position.
• 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.