Title:  Manager, Guest Services

JOB SUMMARY

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following statements are intended as general illustrations of the work in this class and are not all- inclusive.

• 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

REQUIRED SKILLS AND ABILITIES

In addition to the other duties described herein, every Team Member has the following responsibilities related to compliance with laws and regulations:

• Attend required training sessions offered by the casino
• Obtain required license(s)
• Perform the duties described in compliance with local laws and regulations
• Responsible for taking the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco
• Knowledge of the ordinances, regulations, laws, policies, and procedures relating to the Team Member’s department
• Knowledge of the property’s programs to address problem gambling
• Consult with the appropriate individuals and maintain an effective system of written policies, procedures, and internal controls to ensure compliance with gaming regulations and Internal Controls
• Responsible for taking the appropriate steps to investigate exceptions, fraud, and potential violations and report such instances to the appropriate levels of management
• Reports any acts of wrongdoing on behalf of any Team Member that they have knowledge of
• del Lago provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training  

EDUCATION AND EXPERIENCE

The Guest Services Manager 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; author reports, business correspondence and procedure manuals; 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.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

Must have ability to:

• Communicate effectively with all levels of Team Members, guests, and outside contacts
• Required to work long hours, including nights, weekends, and holidays
• Accurately calculate figures and amounts and perform mathematical functions applicable to business needs
• Define problems, collect data, establish facts, and draw valid conclusions
• Use all equipment associated with the position, including but not limited to computer keyboard
• Interpret and follows through on a variety of instructions furnished in written, oral, diagram, or schedule form
• Resolve problems and conflicts in a diplomatic and tactful manner 
• Previous customer service experience preferred
• Ability to be physically mobile with reasonable accommodations including ability to push, pull, carry, and lift up to 25 lbs.
• Ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel, and balance when performing job duties in varying work areas such as confined spaces