RV Resort Customer Service Representative

SUMMARY:

Responsible for providing guests with exceptional guest service and a safe, enjoyable camping experience. RV Resort Customer Service Representative is also responsible for providing information about the park, assisting with campground reservations and check-in, and collecting related fees.

Assist and do what you and your department can to create a fun, exciting entertainment experience for our guests and engaging, inclusive, supportive work environment for our team members.

MINIMUM NECESSARY QUALIFICATIONS:

Education:

• High school diploma or GED

Experience:

• One year of experience in customer service
• Experience working with a Tribally run casino and/or resort preferred

A documented and verifiable combination of education and experience may be substituted for degree requirements.

Age Requirement:

• At least 18 years of age

SKILLS AND ABILITIES:

• Basic computer skills with experience in word processing, databases, and spreadsheets
• Basic organizational, written and verbal communication skills
• Basic professional telephone etiquette
• Guest service, interpersonal and teamwork skills necessary to maintain quality service delivery
• Accurate and detail-oriented
• Basic problem-solving skills
• Basic money handling skills with the ability to count money and give change swiftly and accurately
• Maintain high confidentiality
• Independently manage multiple tasks in a professional manner
• Ability to work independently with minimal supervision
• Ability to work cooperatively with all departments
• Ability to manage extensive amounts of paperwork
• Ability to operate most office equipment (computer, fax, copier, etc)

CONDITIONS OF EMPLOYMENT:

Conditions of employment with Little River Casino Resort include passing a pre-employment drug test excluding marijuana, passing Resorts background check to meet the employment eligibility requirements as they pertain to the position and successfully completing a 90-day introductory period.

Individual must not have been charged or released from employment or involved in anything which could be considered a liability to the Resort, e.g. harassment, theft, violence, or integrity issues.

Knowledge, Competences, and Talents:

• Accountable - Accept responsibility and account for actions
• Collaborate - Ability to work with team members and management team to improve the gaming environment and continue to create a fun and exciting entertainment culture for our guests
• Communication – Clearly, concisely, and professionally use verbal and written skills with guests, team members, management team and vendors
• Guest Orientation - Establishes and maintains long-term guest relationships, building trust and respect by consistently meeting and exceeding expectations in a professional and ethical manner
• Confidential - Will maintain and abide by the highest standards of confidentiality pertaining to team member, department, LRCR, and guest information
• Detail Oriented – Ability to pay attention to the minute details of a given project or task
• Diversity – Work effectively with people regardless of their age, gender, race, ethnicity, religion, or job type
• Emotional Intelligence - Able to keep your emotional intelligence skills present and accessible, including thought and emotion control, emotional barriers, a flexible mindset and be conscious of and align with the organization's core values as you lead your department
• Empathetic – Appreciates and sensitive to the feelings of others
• Ethical - Demonstrates conduct conforming to the highest-level set of values and accepted standards
• Interpersonal skills - Able to work effectively with guests, team members, management team, and vendors
• Judgment - Makes well-reasoned and timely decisions based on careful, objective review and informed data
• Leader – Sets the standard, is an example and correctly influences and ensures others perform their jobs correctly, effectively, and responsibly
• Organized – Possesses the trait of being organized and follows a systematic method of performing a task
• PC skills - Demonstrates proficiency in PC hardware, software and applications as required
• Policies & Procedures - Demonstrates thorough, accurate, working knowledge and supportive attitude of all organizational policies, procedures, guidelines, and systems
• Problem Solving – Understands and identifies existing and potential departmental problems / issues by obtaining relevant input, information and data and objectively evaluates and develops recommendations, develops, and evaluates alternative course of action, selects correct course, and follows up
• Professional Attitude – Value, motivate and appreciate everyone you interact with in your office, your department(s), the Casino, the community and all of our guests
• Reliable – Is dependable and trustworthy
• Respectful and Honest / Acts with Integrity - Is truthful and credible in the workplace with team members, management team, guests, and vendors
• Success of all - Ability to professionally, fairly, and correctly direct and supervise staff towards their personal and professional success

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Greet and assist guests with check-in and check-out at the RV Park.
• Maintain cleanliness and organization of the clubhouse.
• Address guest concerns and feedback with professionalism and efficiency.
• Ensure all guest concerns are resolved to completion.
• Accurately complete and submit daily paperwork.
• Provide guests with park rules and guidelines.
• Enforce park rules as needed.
• Conduct routine lot checks to confirm all guests are properly registered.
• Maintains current knowledge of Little River Casino Resort operations, programs, events, promotions, facilities, amenities, and services.
• Must satisfactorily complete all training assigned by the Resort.
• Must adhere to the safety rules and regulations of the Little River Casino Resort and of the Administration department.
• Must be aware of and adhere to the emergency and evacuation procedures.
• Must be aware of and adhere to the Resorts Health & Safety Program.
• Other duties as assigned.

PHYSICAL DEMANDS:

While performing the duties of this job, the team member may be required to frequently stand, walk, sit, bend, twist, talk, hear, and perform repetitive motions. Must be able to perform repetitive hand and wrist motions. The team member must occasionally be able to push, pull, grasp, lift and/or move up to 50 pounds. Any lifting and/or moving over 50 pounds needs to be done in a team lift. Specific vision abilities required by this job include reading, document, computer, distance, and color vision. Talking and hearing are essential to communicate with team members, vendors, and guests in individual, department, small and/or large group meetings. Communication in face-to-face discussions, telephone, emails, and other electronic ways required. Must have a good sense of balance and be able to bend and kneel.

WORKING ENVIRONMENT:

A working environment is the setting, social features, and physical conditions in which a job is performed. The general working environment for the Resort is office, gaming floor, food outlet, hotel and convention/entertainment center including flashing lights, frequent loud noises, and a smoke-filled environment. Must be flexible with work schedule for any hours and/or shift, as assigned, according to business needs. Occasional overtime required. Occasionally we must deal with angry or hostile individuals. Outdoor environment. May be required to work in extreme weather elements for long periods of time.

DISCLAIMER OF EMPLOYMENT:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job description. It shall govern all positions as defined in the Team Member Handbook. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.

All Little River Casino Resort Team Members are responsible for ensuring they are following Little River Casino Resort Policies and Tribal Gaming Regulations.

ACKNOWLEDGMENT:

I have reviewed the content and description of the above listed position and have been provided with a copy of the description. I certify that I can perform the essential functions of this position as outlined in this description, with or without reasonable accommodation.