What are the responsibilities and job description for the Guest Care Manager position at Sky River Casino?
The Guest Care Manager has a key role within the Guest Care team. This manager serves as the leader of the Call Center, owning the comprehensive operations success for that team. The manager is also responsible for developing and leading a team of Guest Care Representatives. This includes oversight of onboarding, training performance management, and coaching of a diverse team.
- Acts as a role model to all team members, always presents oneself as a credit to Guest Care and Sky River Casino and encourages others to do the same
- Regularly evaluates the Call Center operations and proposes changes as needed
- Works closely with the QA Specialist to develop timely reporting of call quality, training, and other associated performance metrics for the Call Center
- Assists with recruiting, interviewing, and hiring Guest Care
- Representatives
- Trains, supervises and mentors team members to exceed in both quantitative and qualitative performance areas
- Assists Guest Care Representatives with transactional processes and guest interactions, serving as the first point of escalation in more complex situations where guests need additional attention
- Works in Call Center for coverage as needed
- Ensures staff adherence to published work schedules as determined by activity trends
- Initiates team member recognition for exemplary performance and work ethic and initiates disciplinary measures in cases of unsatisfactory performance
- Ensures the consistent application of published policies, standards, and guidelines as they relate to guest interactions
- Exhibits conduct in accordance with California Gaming
- Regulations and Sky River Casino departmental policies and procedures
- Ensures prompt and discrete notification to management and/or the
- Ethics Hotline of any observation of illegal acts or internal ethics violations
- Shows a commitment to ensuring responsible gaming by discretely notifying appropriate management of concerns and observations
- Creates and communicates area structure – including goals, role clarification, expectations, financial strategy relative to service recovery, etc. that increases the value to the company and of team members
- 5 years of related experience in a managerial role within an inbound contact center
- 5 years of hospitality and sales experience in a large casino environment
- Bachelor's degree, or equivalent work experience in a similar role preferred
- Strong knowledge of player tracking systems, survey systems, mystery shops, social media concepts, and guest service recovery preferred (e.g. QCI, Medallia, Trip Advisor, Yelp, Google)
- Strong understanding and use of technology, including Microsoft
- Excel, Pivot Tables, etc.
- Strong leadership and people skills with the ability to present well organized ideas designed to influence change
- Excellent verbal and written communication skills
- Ability to observe key activities and trends on the contact center floor and articulate clear suggestions to management to best remedy issues, exploit opportunities, and reward outstanding performance
- Basic understanding of contact center environment
- Ability to lead, direct, and motivate others
- Experience supervising front-line staff in a guest experience environment
- Ability to multitask, maximize use of available resources and manage independently
- Experience in a startup operation or in the casino industry preferred
Is this position responsible for selling, serving, or distributing alcoholic beverages or do they have comp authority? No
Gaming License Required? Yes
Other Certifications? N/A
