Guest Relations Representative

Position Summary:

In this role, you will be the first point of contact for our guests, playing a pivotal role in delivering unsurpassed service and enhancing their overall experience. You will be empowered to make decisions to ensure a seamless and enjoyable stay, embracing the philosophy that you can assist guests with anything they need while at our AAA Four Diamond resort. A key expectation of your role is to recognize opportunities to engage with guests, and depending on the reason for their visit, you may suggest an upgrade for their room or offer to make dinner reservations and inform them of other resort amenities. Your ability to upsell the resort's services while providing exceptional service will contribute to guest satisfaction and Gun Lake Casino Resort’s success. By understanding guests' needs and proactively offering assistance, you will contribute to creating memorable experiences and fostering loyalty to our resort.

About Us:

At Gun Lake Casino Resort, every Team Member is an ambassador, essential to the success of our company and our culture. We expect that all Team Members take personal ownership in ensuring that everything they do is in the best interest of Gun Lake Casino Resort and embody the core values of the Seven Grandfather Teachings:

Love: Love your brothers and sisters and share with them.

Truth: Be true in everything you do. Be true to yourself and to your fellow Humans.

Respect: You must give respect if you expect respect. Respect everyone, all persons, and all the things created.

Bravery: To do what is right, even in the most difficult of times.

Honesty: Be honest in every action and provide good feelings in your heart.

Wisdom: We cherish knowledge; wisdom is used for the good of the people. 

Humility: Know that you are equal to everyone else, no better, no less.

In this Role:

• Interact with guests in a friendly and courteous manner, handling all guest opportunities promptly.
• Satisfy and resolve incoming guest inquiries and issues with professionalism and efficiency.
• Recognize opportunities to engage with guests and inquire how else you can make their visit complete and enjoyable.
• Offer to make dinner reservations and provide information on other resort amenities and services.
• Provide geographical directions and information to callers.
• Assist guests in booking and confirming online reservations.
• Maintain a working knowledge of promotions and special events to effectively explain them to guests.
• Instruct guests on gameplay, basic rules, and guidelines.
• Answer incoming calls on a multi-line phone system, determining the purpose of calls and forwarding them to the appropriate personnel or department if necessary.
• Expedite internal or external customer requests by utilizing handheld radios or calling to contact the appropriate department or team member.
• Provide information to guests on casino amenities, services offered, restaurants, entertainment, and special promotions.
• Assist in other clerical duties and support functions as needed.
• Maintain accurate records of guest interactions, inquiries, and actions taken.
• Practice teamwork, support fellow Team Members, and create an energized, positive, team-oriented work environment.
• Must be able to effectively communicate both written and verbally with guests, team members, and management.
• Maintain excellent grooming and uniform standards.
• All other duties as assigned. 

Essential Qualifications:

• Must be 21 years of age. 
• Must possess a High School Diploma or GED.
• Six (6) months of customer service and/or call center related experience or training; or equivalent combination of education and experience.
• Work experience in the gaming or hospitality industry is preferred.
• Must be able to obtain a gaming license with the Gun Lake Tribal Gaming Commission. 

Physical Requirements:

• Requires normal, corrective vision range, the ability to see color, and the ability to distinguish letters, numbers, and symbols.
• Must have the manual dexterity to operate job-related equipment. 
• Ability to sit, walk, stand, run, and climb stairs for the duration of shift.
• Must have the ability to access all properties and areas.
• Must be able to lift up to 50 lbs. with or without assistance.
• Ability to read, write, and input data into the computer.
• Ability to stoop, crouch and kneel.

Work Conditions:

Work is typically in an office environment or out on the casino floor. Work areas may be warm, cold, or noisy and may contain second-hand smoke. Tasks may be required to be performed from a sitting or non-sitting position in a confined area. Team Members may be required to stand, walk, lift, reach, push, pull, and grasp.

Disclaimer and Conditions of Employment:

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job.  These statements are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.   

All applicants must be able to demonstrate their US work authorization during the employment verification process. The pre-employment process also requires the ability to pass a criminal background investigation, and drug test.    

Indian Preference:

The Match-E-Be-Nash-She-Wish Band of Pottawatomi Indians abides by Native American preference in its hiring and employment policies. 

Gun Lake Tribal Gaming Authority reserves the right to make changes to the above job description as necessary.