JOB SUMMARY :

Performs the duties of a Guest Service Representative and fulfills the duties as a Guest Service Lead when required.

DIRECTLY SUPERVISES : None

KEY JOB FUNCTIONS :

• Assists in implementing all promotions, as they relate to the area of the Rewards Center.
• Assists in implementing and supervising all programs and procedures. Assists in achieving Rewards Club membership goals.
• Assists with the coordination of all Passenger reservations and boarding pass issuance.
• Assists in the daily operations of the Rewards Center area to include the supervision of Marketing Operations and Representatives.
• Implements procedures to ensure the highest standards of courteous, prompt, and efficient customer service.
• Assists with the reporting and reconciliation of coupons and incentives, coordinates all customer inquiries and complaints.
• Administers required record keeping procedures, maintain responsibility for accurate forecasting of passenger volumes.
• Responsible to ensure continued growth in the company’s player database.
• Issues complimentary amenities consistent with Comp policy.
• Responsible for greeting all guests and promoting exceptional customer service.
• Promotes membership into the rewards program and educating patrons rewards club benefits.
• Inputs of all patron information not captured by reservations.
• Maintains daily procedures regarding the Rewards Club members which includes, discerning appropriate identification, filing and recordkeeping.
• Maintains and balances a cash drawer.
• Responsible for coupons and newspaper promotions regarding cruises and promotions on property.
• Makes public announcements or special announcements.
• Responsible for direct mail inquiries to include updating customer account information and related duties.
• Assists with the resolution of player complaints and problems.
• Assists with promotional item implementation, distribution, and redemption.
• Other duties may be assigned at any time.

When performing Lead Responsibilities, supervises up to 25 employees in the absence of a Supervisor in the Guest Services Department.

Assists in the direction and coordination of this unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Responsibilities include training employees, assigning, and directing work, addressing complaints, and resolving problems.

EDUCATIONS and / or EXPERIENCE :

High school diploma or general education degree (GED); or one to three months related experience and / or training; or 1 to 3 year's equivalent combination of education and experience.

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 essential functions.

SOCIAL SKILLS AND EXPERIENCE :

Must have an outgoing, energetic, and enthusiastic attitude. Must be comfortable initiating conversations and creating a fun environment with our guests and community.

LANGUAGE SKILLS :

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or Team members of organization.

MATHMATICAL SKILLS :

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 draw and interpret bar graphs.

REASONING ABILITY :

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

OTHER SKILLS AND ABILITIES :

Must be computer literate.

PHYSICAL DEMANDS :

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the Team Member is regularly required to sit, stand at least 8-10 hours daily, use hands to finger, handle, or feel;

reach with hands and arms; and talk or hear. The Team Member is frequently required to stand and walk 2-3 miles in an 8-10 hour workday.

The Team Member must occasionally lift and / or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

The Team Member is occasionally required climb and descend stairs and balance.

WORK ENVIRONMENT :

The noise level in the work environment is usually moderate to high.

CERTIFICATIONS, LICENSES AND REGISTRATIONS :

Must be able to obtained maintain a license from the Indiana Gaming Commission.

ACCESS TO CONFIDENTIAL / PROPRIETARY INFORMATION :

Requires access to patron information and daily receipts.

ACCESS TO GAMING FLOOR :

Requires access to the gaming floor.

DISCLAIMER

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job.

While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (.

emergencies, changes in personnel, workload, rush jobs or technical developments).

Last updated : 2024-06-11