Guest Services Lead

Spirit Mountain Casino•Grand Ronde, OR

4d•Onsite

About The Position

Provides information to guests in person and over the telephone, assists other employees with uniform storage and retrieval, and leads, trains, and assists other staff. This role involves leading daily operations within an assigned area of the guest services department, ensuring quality service and appropriate staffing levels. The Lead will also monitor internal and external customer satisfaction, resolve problems, perform administrative duties, and assist with month-end inventory and other departments as needed.

Requirements

High School Diploma or equivalent
Two (2) years customer service work experience
One (1) year of experience supervising employees, inventory and computer work or equivalent combination of education, training, and experience.
Low security gaming license issued by the Grand Ronde Gaming Commission.
Must be at least 21 years of age.
Knowledge of principles, practices, and processes of Guest Services operations.
Knowledge of principles, practices, and processes of inventory maintenance and control.
Knowledge of computer hardware and software applications.
Knowledge of supervisory principles, practices and methods.
Knowledge of principles and practices of providing customer service.
Knowledge of Casino operations.
Skill in providing excellent customer service to all Guests.
Skill in recognizing and correcting situations that may lead to poor customer service.
Skill in operating computer hardware and software applications.
Skill in communicating both orally and written in a professional, business-based manner.
Skill in establishing and maintaining effective working relationships with others.
Skill in coordinating and performing a variety of inventory functions.
Skill in conducting inventory counts and resolving variances.

Responsibilities

Leads daily operations within assigned area of guest services department; ensures quality service and appropriate staffing levels.
Schedules lunches and breaks, ensuring the department is properly staffed during these times.
Performs or assists other staff in performing duties, such as maintaining inventories, bar-coding, sale of merchandise, including cigarettes and wine, and/or cleaning areas.
Monitors internal and external customer satisfaction of service and environment; resolves any problems that occur during assigned shift.
Notifies Supervisors/Manager of any issues/concerns that cannot be resolved on the Lead Level.
Performs administrative duties such as assisting with coachings, performance evaluations, administering incentive programs, etc.
Assists in month-end inventory when needed.
Assists in Information, Retail outlets, and Uniform Services when needed.
Trains new employees.
Performs daily cigarette inventory.
Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws and in alignment with SMGI’s Pride Values, Brand Promise, and Business Vision.
Plans, assigns, and directs work; appraises performance; rewards and disciplines employees; addresses complaints and resolves problems for employees as well as guests.
Makes recommendations to the Manager/Supervisor and Director for hiring and staff separations in accordance with company policies.
Ensures the hiring, training, promoting, assigning, disciplining and discharging of employees are in accordance with Tribal Law, including without limitation, the Tribal Employment Rights Ordinance (TERO).