Manager, Guest Services

Churchill Downs • Waterloo, NY

79d

About The Position

The Guest Services Manager is responsible for leading a team of Player Card Retail Team Members in building relationships, promoting the del Lago Resort and Casino, and providing a guest service experience that exemplifies the company mission of providing an exciting environment and World Class Service by delivering Old-World Hospitality and Charm. The Guest Services Manager is responsible to oversee the Rewards Club, Retail, Bus & Group Sales, and Promotional efforts.

Requirements

• Must be a minimum of 18 years of age
• Management experience in retail and gaming operations and thorough knowledge guest service
• Results oriented, hands-on professional with the ability to interact effectively with the public, staff, and colleagues
• Bachelor's degree from a four-year college or university; or a minimum of one-year of experience in a comparable position; or equivalent combination of education and experience is preferred
• Excellent communication skills, both written and oral
• Ability to read, analyze, interpret, and comprehend technical procedures, government regulations, business periodicals, instructions, and correspondence/memos
• Ability to author reports, business correspondence and procedure manuals
• Ability to effectively present information and respond to questions from groups of managers or staff, guests, and the general public
• Working knowledge of Excel and Word required
• Attention to detail and accuracy
• Maintain confidential information
• Previous guest service experience preferred

Responsibilities

• Responsible for increasing value of the brand of del Lago - excellence, excitement, homegrown hospitality within all programs and executions
• Hires, Coaches, Mentors, and Advocates for the Team Member as well as the Company and is a Hospitality Champion
• Supports Team Members in providing excitement as well as deliver world class service through Old-world hospitality and charm
• Responsible for the overall operations and administration of the Players Club and Retail Operations
• Responsible for the overall operations and administration of the Bus and Group Sales Operations
• Ensures Players Club Representatives have a comprehensive understanding of all club member benefits, promotions and events
• Assists in creation of action plans and goals of the department
• Maintains a good communication with Team Members and maintains a positive and professional work environment
• Directs development of forms, vouchers, rating sheets, lists, logs, etc., to support Club programs and to track program activities
• Works with Director of Promotions to develop, implement, and facilitate club benefits including providing details, rules, procedures, and materials necessary
• Maintains the integrity of the player databases for successful customer relations management and return on investment
• Works closely with Director of Entertainment and Special Events and participate in planning meetings to ensure the success of casino Entertainment and Special Event efforts
• Coordinates data with Marketing, for target marketing and player, promotion, and product development
• Ensures the Club and Player Development program database information is handled confidentially and appropriately at all times
• Manages retail and gift giveaway inventories to include execution of purchase requisitions
• Manages guest disputes appropriately and effectively, resolving at the lowest level possible
• Promotes internal guest service standards through courteous and respectful behavior
• Focuses on the company core values of 'leading by example,' being accountable for his/her actions, being 'guest Focused,' and open to feedback
• Supports and enforces the Responsible Gaming Plan as well as Title 31
• Responsible for completing performance evaluations, training, coaching, and mentoring of team
• Required to enthusiastically support, actively promote, and demonstrate superior guest service in accordance with department and company standards and programs
• Emphasizes and role models company mission of providing excitement and delivering world class service
• Required to be an effective communicator to ensure that consistent, accurate and timely information is provided to all shifts
• Utilizes effective communication tools to ensure that consistent, accurate and timely information is provided through the shifts
• Experts in all functionalities of the player tracking software program
• Performs all job duties in a safe and responsible manner
• Performs other duties as may be assigned by department and/or company management

Benefits

• Equal employment opportunities to all employees and applicants for employment
• Prohibits discrimination and harassment of any type

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Amusement, Gambling, and Recreation Industries
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees