What are the responsibilities and job description for the Lead Players Service Representative position at Turning Stone Enterprises?
Starting Pay Rate: $21.00/hr
Swing shift available
Do you have a passion for delivering exceptional guest service? As a Lead Guest Service Representative, you’ll have the opportunity to assist guests with their inquiries about the TS Rewards programs and events, all while creating a warm and welcoming experience.
What we value:
- Positivity – Team members who are passionate to learn, energetic to hit the ground running and willing to grow in a professional, team-oriented environment with a focus on guest service.
- Growth Opportunities – We offer a successful journey, including hands-on training and support to advance your career.
- Empowerment – We believe in our team members. With learning opportunities, career growth potential, and recognition of outstanding performance, we encourage our team to take pride in their work.
Why choose Turning Stone Resort Casino?
- Paid weekly
- Variety of schedules
- Paid time off
- Tuition assistance
- Career-building professional development
- Discounts from dining to fuel to concerts
- Team Member appreciation events
- Quality healthcare and dental benefits
- A robust 401k retirement plan
- Dealer School
- Finance Scholarship Program
What does a Lead Guest Services Representative do?
- Greet guests in a courteous and positive manner.
- Ensure players receive exemplary guest service when explaining, instructing, and assisting guests with the fundamentals of the Reward Card accounts and complimentaries.
- Efficiently and accurately create and maintain the Rewards Loyalty Card accounts as needed.
- Accurately verify and record guest information for new or changed accounts.
- Effectively issue Free Play offers.
- Ensure your work area is kept clean and orderly throughout shift.
- Assist in auditing with variance issues.
- Check guest accounts for points and complimentary offer availability.
- Ensure all essential paperwork is accurate and complete.
- Assists guests with point purchases in the Rewards Gallery.
- Answer all inbound calls and emails coming into the Rewards Desk in a timely fashion. Greet callers warmly, thank them for calling, and remain calm and pleasant during calls.
- Periodically circulate gaming floor to assist VIPs with complimentaries, etc.
- Respond quickly and efficiently to the needs/requests of all VIP Guests, Casino Hosts & Junket Reps.
- Communicate & cooperate effectively with all departments.
- Maintain confidentiality regarding guest account information including contact information, play history, bank and credit reports.
- Demonstrate thorough knowledge and comprehension of the gaming compact.
- Effectively redeems Players Choice coupons, and accurately balances out coupons at the end of each shift.
- Assist with the onboarding process; effectively trains new employees regarding proper procedures and standards.
To be successful as a Lead Guest Service Representative, you'll need:
- A High School Diploma/Equivalency or equivalent experience (required).
- Excellent verbal and written communication skills (required).
- Previous experience in a guest contact position (preferred).
- Previous Supervisory experience (preferred).
- Excellent organizational skills (required).
- Basic math skills (required).
- Knowledge of data entry (preferred).
- To possess computer skills with knowledge of Microsoft Office including Word and Excel.
- The ability to use a calculator, printer, copy machine, and scanner.
- Accommodate a flexible work schedule.
- To have knowledge of Credit policies and gaming compact requirements.
- The ability to make independent decisions in a stressful work environment.
- Ability to stand/walk for long periods of time and lift up to 41 - 50 pounds.
Who We Are:
We are Turning Stone Enterprises, a dynamic organization with a diverse range of business operations. Among our prominent offerings is the Turning Stone Resort Casino, which has received the prestigious Best of New York Gaming Resort award for an impressive six consecutive years. Complementing this flagship property, we operate satellite casinos like YBR Casino & Sports Book, Point Place Casino, and The Lake House at Sylvan Beach. Beyond gaming and hospitality, our portfolio also includes convenience stores, three 18 hole PGA-level golf courses, and other unique ventures.
Why You Will Appreciate Us:
At Turning Stone Enterprises, we prioritize the well-being and professional growth of our team members by offering an extensive array of benefits. From comprehensive medical, dental, and vision plans to a 401(k) and life insurance, we ensure your health and financial security. Our work-life balance support includes paid time off, paid holidays, and team member assistance programs. We’re also committed to wellness, with various programs and an upcoming 5,000-square-foot onsite medical center.
With over 4,500 team members across Central New York, we focus on delivering exceptional experiences for both our guests and staff. Our resources include training programs, complimentary shuttles, and career development initiatives, helping you reach your professional goals. Whether you're starting your career or advancing it, join us for a rewarding journey of growth and success at Turning Stone Enterprises. We look forward to welcoming you to our team!
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Salary : $21
