Marketing Guest Services Supervisor

SUMMARY

This position supports the Marketing Manager in running the casino guest services counter. Helps direct and coordinate the activities of the guest services team. Assists with the completion of scheduling and assists the Marketing department as directed. Helps to improve operational performance, increase revenue, and satisfy all guest needs in compliance with safety and employment laws and the Alberta Liquor and Gaming Act.

Candidate must possess strong:

• Winning attitude and outgoing personality, with main focus on delivering unsurpassed excellence in customer service
• Excellent communication and presentation skills
• Excellent organizational and time management skills
• Problem solving skills
• Ability to work effectively with all sorts of people
• Ability to pay close attention to details
• Ability to work well under pressure and make responsible decisions quickly
• Ability to work a varied schedule that may include evenings, nights, and weekends

ESSENTIAL DUTIES AND RESPONSIBILITIES

• The key point of contact with the casino loyalty program, The Winners’ Zone, and must understand and learn the Winners’ Zone reporting.
• Schedules customer service staff, including payroll functions, for review and approval.
• Assists with hiring as well as training current and new customer service staff to the standards of excellence in service and hospitality.
• Coordinate guest requests for special services or equipment with the appropriate department.
• Resolve guest issues and complaints quickly, efficiently, and courteously.
• Responsible for inventory for the customer service department.
• Responsible for ticket inventory.
• Responsible for employee discipline as required, including, but not limited to attendance and performance issues of customer service employees.
• Responsible for communicating to the accounting department with regards to cash overages or shortages, gift certificate and merchandise sales at the counter.
• Micros training and implementation relative to customer service will be required.
• Promotes all of Century Casino’s services to patrons and event guests.
• Greets all guests in a friendly, professional, and personal manner when they arrive and when they leave.
• Enforce all cash-handling, check-cashing, and credit policies.
• Ensure accounts are balanced daily.
• Coordinates lottery functionality, including liaising with AGLC to manage ticket inventories and with accounting for weekly reports.
• Runs monthly Customer Service Representative staff meetings, keeps all staff informed of marketing programs.
• Keeps current all Customer Service procedures.
• All other duties as assigned.

SUPERVISORY RESPONSIBILITIES

Assists in managing all customer service desk staff. Is responsible for assisting the Marketing and Guest Services Assistant Manager and Manager in providing direction, coordination, and evaluation of the Customer Service team. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High School Diploma. A combination of education and experience may be considered. Two or more years of recent and related experience in a supervisory role. Experience with cash outs is an asset.

CERTIFICATES, LICENSES, REGISTRATIONS

Must be able to pass a criminal background check.

LANGUAGE SKILLS

Ability to read and interpret all types of documents in English. Ability to read and interpret all types of documents in English, and ability to write effective letters and memos. Ability to respond to inquiries or complaints from staff members at all levels, guests, regulatory agencies, or members of the business community, and ability to effectively communicate in one on one and small and large group settings.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply and divide into all units of measure, using whole numbers, common fractions, and decimals, and work with mathematical concepts such as probability and statistical inference.

Job Types: Part-time, Permanent

Salary: From $19.70 per hour

Expected hours: 30 – 35 per week

Benefits:

• Discounted or free food
• Employee assistance program
• Flexible schedule
• Paid time off

Schedule:

• 8 hour shift
• Weekends as needed

Supplemental pay types:

• Tips

Application question(s):

• Previous Lottery Sales Training?

Experience:

• Supervisor: 2 years (required)

Work Location: In person