Guest Services Specialist

Four Winds Casinos Career Site•New Buffalo, MI

3d•Onsite

About The Position

Responsible for assisting in the coordination, implementation and tracking of all guest service breakdowns and responses, and the coordination of all internal ACES guest service events. This role involves responding to guest service inquiries through various channels, developing response scripts, and ensuring a high level of guest satisfaction. The position also supports employee recognition events and assists with budget reconciliation. The individual is expected to promote a fun atmosphere for guests and encourage mutual respect, dignity, and integrity among employees.

Requirements

Bachelor’s degree from a four-year college or university; or two (2) to three (3) years related experience and/or training in communications, business administration or casino marketing experience.
Excellent oral, written and strong organizational skills.
Proficient with computers and able to work with multiple software packages.
Must possess a Level 4 Gaming License.
Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents.
Ability to respond to common inquiries from other employees or guests.
Ability to write effective letters, memos, speeches, and articles for publication.
Ability to respond to inquiries or complaints from staff members at all levels, guests, regulatory agencies, or member of the business community.
Ability to effectively communicate in one-on-one, small group, and large group settings.
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio and percent, and to interpret data from graphs.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to apply common sense reasoning to a variety of situations.
Regularly required to talk or hear.
Regularly required to stand, walk, sit and use hands to finger, handle, or feel objects, tools or controls.
Occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, kneel, crouch or crawl.
Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Nice To Haves

Comfort in public speaking is preferred.

Responsibilities

Coordinates and facilitates guest service program concerns and responses in accordance with established policies, procedures and specifications.
Prepares detailed guest service reports, as needed.
Work with the Manager of Guest Services and the Employee Event and News Coordinator to facilitate guest service program (ACES) reward and recognition events for employees.
Responds to guest service inquiries received through various contact channels, including letters, phone, email, social media, web, surveys and chat.
Develops and maintains a guest service response script library for equitable guest response to inquiries.
Seeks to achieve individual key performance indicator and department goals while maintaining maximum level of service.
Held accountable for maintaining accurate and thorough departmental records and reports.
Assists in monthly budget variance reconciliation for the guest services areas.
Ensures a maximum level of guest service and satisfaction with all guests, both internal and external, is achieved and maintained.
Creatively executes multiple projects with shifting priorities.
Promotes an atmosphere of fun for all casino guests.
Encourages mutual respect, dignity and integrity with all employees, by setting positive examples at all times.