Lead Guest Relations Representative

Gun Lake Tribal Gaming•Wayland, MI

10d

About The Position

This role will play a key role in supporting the Guest Services Supervisor in the daily operations of the Guest Relations/Call Center team. Your primary responsibility will be to assist in overseeing the Guest Service Attendants (GSAs), ensuring they are performing their tasks efficiently and meeting all AAA Four Diamond and Gun Lake Casino Resort’s service standards. You will provide guidance, training, and support to the GSAs, helping to maintain the highest level of guest satisfaction. Your role will also involve handling escalated guest issues, ensuring seamless communication within the team, and contributing to the overall excellence of our resort's guest services. By assisting the Guest Services Supervisor and ensuring that the GSAs perform their tasks to the highest standards, you will contribute to creating memorable experiences for our guests and enhancing the overall success of 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.

Nice To Haves

Work experience in the gaming or hospitality industry is preferred.

Responsibilities

Assist the Guest Services Supervisor in overseeing the daily operations of the call center.
Help monitor and ensure that GSAs are performing their tasks efficiently and adhering to service standards.
Provide on-the-job training and guidance to GSAs to enhance their skills and service delivery.
Conduct regular check-ins with GSAs to address any challenges and provide feedback.
Support GSAs in handling complex or escalated guest inquiries and issues.
Interact with guests in a friendly and courteous manner, ensuring all guest opportunities are handled promptly and professionally.
Assist GSAs in recognizing opportunities to engage with guests and inquire how else we can make their visit totally complete and enjoyable.
Support GSAs in offering dinner reservations and providing information on other resort amenities and services.
Maintain a working knowledge of promotions and special events to effectively explain them to guests.
Ensure efficient handling of incoming calls on a multi-line phone system by the GSAs.
Assist in expediting internal or external customer requests by utilizing handheld radios or calling the appropriate department or team member.
Ensure GSAs provide accurate information to guests on casino amenities, services offered, restaurants, entertainment, and special promotions.
Assist in maintaining accurate records of guest interactions, inquiries, and actions taken by the GSAs.
Ensure proper documentation and record-keeping procedures are followed by the team.
Support the Guest Services Supervisor in other clerical duties and administrative tasks as needed.
Foster a team-oriented work environment, promoting collaboration and support among team members.
Communicate effectively both written and verbally with guests, team members, and management.
Uphold excellent grooming and uniform standards for yourself and the GSAs
All other duties as assigned.