Position Summary: Under the supervision of the Saganing Guest Services Director, oversee the Players Club, Transit, and Guest Services operations by ensuring it operates professionally, consistent with policy, and represents service excellence for guests and team members. Essential Duties and Responsibilities:
- Provide daily leadership to the Guest Services team members; provide direction and guidance to team members on productivity and efficiency while maintaining a high level of service.
- Handle timecards for all subordinate positions which includes but not limited to: missing punches, entering and adjusting schedules, unapproved and approving overtime, approving leave slips, approving timecards, dual rate reports and no tip reports.
- Track attendance related occurrences for accuracy and ensure occurrences and removals are issued in a timely manner.
- Conduct or provide proper training for all team members.
- Prepare annual performance evaluations of Guest Services team members.
- Provide input to management in annual budget process; provide recommendations for capital expenditures pertaining to all areas of Guest Services operations.
- Identify safety and sanitary issues regarding guests if needed.
- Ensure financial transactions are properly documented and processed.
- Review, monitor and order uniforms/supplies, etc.
- Conduct daily pre-shift meeting with team members to discuss and review daily activities and special events; distribute daily work logs, informational guides, etc.
- Review daily log to include update from previous shift Guest Services Supervisor and follow through on necessary action.
- Address all guest complaints before passing it on to the next level of management or other department; respond to guest questions.
- Monitor all guest interaction to include scripted greeting and farewell wishes.
- Train and enforce all property guidelines relative to the Motor Vehicle Users Handbook.
- Investigate and complete required documents by Risk Management and Security when reporting accidents involving guests, team members, or company assets.
- Report to Security reported guests losses and document information in guest account given by Security; report problems or unusual circumstances to the Guest Services Director or Security Supervisor immediately.
- Support Players Club promotional efforts; create, plan, implement and execute promotions and complete all accompanying paperwork.
- Remain on-call during promotions or special events; ensure the promotions area is clean and ready for promotional activity.
- Receive phone calls from motor coach tours and assist them in setting up date and times of trip; implement the check-in procedures for all day motor coach trips.
- Identify VIP players and ensure that they are receiving maximum earned rewards.
- Perform duties as Players Club Representatives as needed.
- Practice Saganing Hospitality Rules with every internal and external guest.
- Assist in maintaining a pleasant environment by removing and disposing of trash, cleaning up spills and clutter and keeping work areas organized.
- Provide excellent customer service for all internal and external customers of the operations at all times. Provide solutions for customer concerns and continually focus on customer service as our top priority.
- Must maintain strict confidentiality and present a positive, professional demeanor and image at all times.
- The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the supervisor.
Contacts/Purpose of Contacts:
- Contact with guests to provide assistance and excellent customer service. Maintains a professional relationship with the Guest Service team members to ensure departmental operations function properly.
- Contact with Guest Services Director to serve as a frontline liaison, provide meaningful feedback and ensure all business and guest needs are being addressed.
Minimum Qualifications:
- High School Diploma or GED.
- Must be 18 years of age.
- Three years guest relations or players club experience.
- Must be able to work all three shifts.
- Must be able to obtain and maintain a gaming license or pass background check to meet the employment eligibility requirements as they pertain to the position.
Desired Qualifications:
- Associates degree.
- One year in a supervisory capacity.
License, Certification, or Special Requirements:
- Must have a valid State of Michigan Drivers License, with the proper designation required for the vehicle utilized to perform the job duties, and qualify for coverage by SCIT auto liability insurance carrier. A Tribal Drivers License will also be required if a Motor Pool Vehicle is used in the course and scope of the required job duties.
- Native American preference shall apply to all positions.
Knowledge, Skills, and Abilities:
- Knowledge and ability to efficiently and effectively develop, manage and monitor program budgets.
- Knowledge in guest service and human resources management policies and procedures.
- Skill in problem solving, human relations, and time management.
- Skill in operating business computers and office machines, including in a Windows environment, specifically Word, Excel, Access, and PowerPoint.
- Skill in preparing, reviewing and analyzing operational letters and financial reports.
- Skill in supervising, training and evaluating assigned team members.
- Ability to communicate effectively both verbally and in writing.
- Ability to establish and maintain good working relationships with the individuals of varying social and cultural backgrounds.
Physical Demands:
- Frequent use of hands, wrists, fingers associated with computer equipment.
- Sit, stoop, kneel or crouch while performing duties.
- Use hands to finger, handle, or feel; use arms to reach and lift above shoulders.
- Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
- Must have normal auditory and good verbal communication.
- Occasionally lift/push/pull up to 40 pounds.
Work Environment:
- Frequent walking and standing in a smoking environment and contact with the general public. Constant visual stimulation via neon lights on slot machines, repeatedly changing machine video screens, static or flashing signs throughout the casino and constant machine and crowd noise.
- Extended hours or irregular shifts may be required.