GUEST SERVICES LEAD

Chukchansi Gold Resort & Casino•Coarsegold, CA

16h•Onsite

About The Position

Responsible for promoting the success of the Rewards Club by assisting guests through the membership process and explaining the benefits of membership. This role requires providing excellent customer service with knowledge of promotions, events, hotel, and the property. The Guest Services Lead is responsible for the oversight of the Reward’s Club Team Members on assigned shifts, particularly when the Supervisor is off, and assists with oversight when the Supervisor is on duty. This position also involves assisting with the training of Rewards Club Team Members, providing leadership and guidance to ensure smooth team operations, and fostering effective collaboration and teamwork to achieve goals. The role is integral to maintaining a high level of guest service and satisfaction at Chukchansi Gold Resort & Casino, which is described as California’s premier integrated resort offering lively gaming, world-class entertainment, and luxurious accommodations.

Requirements

High School diploma or GED required.
One to three years of applicable customer-relations experience required.
Must possess excellent customer service, communication, and organizational skills.
Must be able to effectively resolve problems, based on common-sense use of reasoning ability, as well as knowledge of established company policies.
Must be familiar with, and able to operate, computers and printers.
Must be computer literate and have basic knowledge of computer software.
Must have a positive tone and clear enunciation (telephone skills).
Ability to read, analyzes, and interprets simple documents, such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to effectively present information in one-on-one and small group situations to customers and other Team Members.
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to apply commonsense understanding to carry out instructions furnished in written, oral or diagram form.
Ability to deal with problems involving several concrete variables.

Responsibilities

Interacts effectively with the public and Team Members.
Performs excellent customer service at all time.
Promotes the Rewards Club by assisting guests through the membership process.
Maintains a working knowledge of guest services in order to provide smooth, courteous and efficient service to guests.
Maintains a working knowledge of the property as well as current and upcoming events in order to advise guests and fellow Team Members whenever possible.
Assists Shift Managers, Casino Hosts, and other Marketing personnel as needed, with Rewards Club related matters.
Facilitates the flow of information, by attending scheduled meetings, and conveying accurate information to Team Members on assigned shift.
Resolves conflicts which are related to guest services.
Routinely inspects stock of Rewards Club printed materials and earned rewards and restocks as needed.
Greets busses/groups/conventions.
Distributes entry forms, redeems voucher/coupons, and issues earned rewards.
Assists at concerts, special events, promotions, and off property events as needed.
Oversees Rewards Club Team Members to ensure a maximum level of guest service and satisfaction is achieved and maintained in the absence of management.
Assist with the training of Rewards Club Team Members.
Maintains a consistent, regular attendance record.
Performs any reasonable request made by management.
In the absence of the Guest Services Supervisor, oversees the activities of all Rewards Club Team Members on assigned shift.
Assists with training of Team Members on systems and policy and procedures.
Provides leadership and guidance to the team in order to complete tasks quickly and effectively.
Leads with the ability to act proactively to ensure smooth team operations and effective collaboration.
Inspires and motivates teamwork to achieve goals.