Guest Relations Representative

Gun Lake Tribal Gaming•Wayland, MI

32d

About The Position

In this role, you will be the first point of contact for our guests, playing a pivotal role in delivering unsurpassed service and enhancing their overall experience. You will be empowered to make decisions to ensure a seamless and enjoyable stay, embracing the philosophy that you can assist guests with anything they need while at our AAA Four Diamond resort. A key expectation of your role is to recognize opportunities to engage with guests, and depending on the reason for their visit, you may suggest an upgrade for their room or offer to make dinner reservations and inform them of other resort amenities. Your ability to upsell the resort's services while providing exceptional service will contribute to guest satisfaction and Gun Lake Casino Resort’s success. By understanding guests' needs and proactively offering assistance, you will contribute to creating memorable experiences and fostering loyalty to our resort. At Gun Lake Casino Resort, every Team Member is an ambassador, essential to the success of our company and our culture. We expect that all Team Members take personal ownership in ensuring that everything they do is in the best interest of Gun Lake Casino Resort and embody the core values of the Seven Grandfather Teachings: Love: Love your brothers and sisters and share with them. Truth: Be true in everything you do. Be true to yourself and to your fellow Humans. Respect: You must give respect if you expect respect. Respect everyone, all persons, and all the things created. Bravery: To do what is right, even in the most difficult of times. Honesty: Be honest in every action and provide good feelings in your heart. Wisdom: We cherish knowledge; wisdom is used for the good of the people. Humility: Know that you are equal to everyone else, no better, no less.

Requirements

Must be 21+ years of age.
Must possess a High School Diploma or GED.
Six (6) months of customer service and/or call center related experience or training; or equivalent combination of education and experience.
Must be able to obtain a gaming license with the Gun Lake Tribal Gaming Commission.

Nice To Haves

Work experience in the gaming or hospitality industry is preferred.

Responsibilities

Interact with guests in a friendly and courteous manner, handling all guest opportunities promptly.
Satisfy and resolve incoming guest inquiries and issues with professionalism and efficiency.
Recognize opportunities to engage with guests and inquire how else you can make their visit complete and enjoyable.
Offer to make dinner reservations and provide information on other resort amenities and services.
Provide geographical directions and information to callers.
Assist guests in booking and confirming online reservations.
Maintain a working knowledge of promotions and special events to effectively explain them to guests.
Instruct guests on gameplay, basic rules, and guidelines.
Answer incoming calls on a multi-line phone system, determining the purpose of calls and forwarding them to the appropriate personnel or department if necessary.
Expedite internal or external customer requests by utilizing handheld radios or calling to contact the appropriate department or team member.
Provide information to guests on casino amenities, services offered, restaurants, entertainment, and special promotions.
Assist in other clerical duties and support functions as needed.
Maintain accurate records of guest interactions, inquiries, and actions taken.
Practice teamwork, support fellow Team Members, and create an energized, positive, team-oriented work environment.
Must be able to effectively communicate both written and verbally with guests, team members, and management.
Maintain excellent grooming and uniform standards.
All other duties as assigned.