Guest Relations Representative

Gun Lake Tribal Gaming • Wayland, MI

5d • Onsite

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.

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.
• Ability to sit, walk, stand, run, and climb stairs for the duration of shift.
• Must have the ability to access all properties and areas.
• Ability to read, write, and input data into the computer.

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.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED