GUEST CONCIERGE

Summary: Provides exceptional service to all tiers of guests through phone, email and chat correspondence regarding all casino activity.

Engagement Expectations:
We believe that team member engagement is the basis for a great culture and superior guest service. During every interaction, we display three behaviors:

Smile, display energy and open body language
Proactively greet team members and guests, initiating interaction to provide service
Always use a positive parting remark to end the conversation

Essential Job Functions:
Responsible for answering all phone calls, voicemails, letters, emails and chat messages while responding to guests in a professional and timely manner.
Responds to guest questions, issues and concerns with empathy, sensitivity and urgency to build or recover guest loyalty.
Informs members of benefits, contests and promotions and is able to explain any change of monthly offers with ease.
Knowledge of all areas of the casino including, but not limited to, amenities, marketing offers, promotions, entertainment, bus marketing, Casino4Fun, and casino procedures.
Plans and prepares for all group/bus trips to the casino and communicates the arrival to operations.
Uses data from guest surveys to inform departments of guest comments and reach out to players to proactively address any concerns.
Assists the Manager of Guest Service in service program projects as needed.
Assists other departments in promotions and projects as assigned.
Complies with internal controls, standards and procedures.
Performs all other duties as assigned.

Qualifications:
Must be 18 years or older.
High school diploma or equivalent.
One or more years in a guest service environment.
Excellent guest service and interpersonal skills.
Ability to communicate effectively, including proper phone etiquette, with Team Members and guests.
Proficient computer skills, including Microsoft programs.
Knowledge of all applicable regulatory controls or the ability to learn all applicable compliance requirements.
Available to work flexible shifts, weekends and holidays.
Ability to obtain and maintain all necessary licensing.

Physical and Mental Demands:
Regularly required to walk, stand, see, talk and hear; use hands to finger, handle, or feel; reach with hands and arms.
Frequently required to stoop and kneel.
Must occasionally lift and/or move up to 25 pounds.
Ability to work in a noisy and smoky environment.
Ability to interact with others while maintaining a courteous and positive demeanor.