Lead Guest Service Representative

Essential Job Functions:
Provides superior support to all peers and seniors
Monitors and guides Guest Service Representatives (GSRs) as per department leaderships guidance.
Promotes outstanding customer relations and employee support
Ensures all GSRs adheres to management guidance on department related processes and procedures.
Analyzes any gaming electronic equipment malfunctions and may report and/or repair with technicians as required.
Communicates any training needs of GSRs to upper management.
Effectively provide outstanding communications and support to Remington Park Guests to ensure we meet their needs. Resolves any outstanding guest related issues or problems in accordance with authority.
Complies with all applicable regulatory policies, procedures and control protocols. Adheres to any local, state or federal laws concerning gaming operations.
Understands each team members duties and responsibilities; performs each task to cover and/or to assist as necessary.
Communicates Remington Parks Gaming Operations objectives to GSRs as required through a variety of communication outlets.
Perform all other duties as assigned

Knowledge, Skills and Abilities:
Job Title: Lead Guest Service Representative
Confidential Page 2 11/6/2019
Ability to effectively communicate in courteous, friendly, clear calm, concise manner.
Strong computer and AV related systems. Player tracking card systems.
Proficient in Gaming Systems and devices
Strong oral and written skills.
Ability to follow verbal and written instructions is required.
Ability to maintain confidentiality of sensitive or personal information is required.
Professional and courteous disposition as related to customer service
Proficient in Customer Service. Ability to solve problems and deal with a variety of situations.
Interpret a variety of instructions in either, written, oral or diagram form.
Possesses good Business acumen; keen and quick in understanding
Balance team and individual responsibilities.
Ability to work a flexible and irregular schedule including weekends, evenings and holidays
Ability to enter a smoke-filled environment as needed OR Must be able to work in a smoke-filled casino environment

Training and Experience:
At least six (6) months to one (1) year of leadership and/or customer service-related training
One (1) to two (2) years of Casino/Gaming related experience

High School Diploma or GED with at least two (2) years of casino/gaming related experience, or customer service related as well as at least one (1) of leadership experience. Leadership experience is preferred but not required. Or an equivalent combination of education and leadership experience.
Must be able to pass Title 31Training
Licenses/Certifications/Other:
Must be able to pass a background check and receive a license or permit from any Regulatory Agency if applicable to perform the essential job functions
Must be able to complete a pre-employment drug test with a negative result