Manager, Guest Services

Manager, Guest Services

The Guest Services Manager is responsible for leading a team of Player Card Retail Team Members in building relationships, promoting the del Lago Resort and Casino, and providing a guest service experience that exemplifies the company mission of providing an exciting environment and World Class Service by delivering Old-World Hospitality and Charm. The Guest Services Manager is responsible to oversee the Rewards Club, Retail, Bus & Group Sales, and Promotional efforts.

The following statements are intended as general illustrations of the work in this class and are not all-inclusive :

• Responsible for increasing value of the brand of del Lago excellence, excitement, homegrown hospitality within all programs and executions
• Hires, Coaches, Mentors, and Advocates for the Team Member as well as the Company and is a Hospitality Champion
• Supports Team Members in providing excitement as well as deliver world class service through Old-world hospitality and charm
• Responsible for the overall operations and administration of the Players Club and Retail Operations
• Responsible for the overall operations and administration of the Bus and Group Sales Operations
• Ensures Players Club Representatives have a comprehensive understanding of all club member benefits, promotions and events
• Assists in creation of action plans and goals of the department
• Maintains a good communication with Team Members and maintains a positive and professional work environment
• Directs development of forms, vouchers, rating sheets, lists, logs, etc., to support Club programs and to track program activities
• Works with Director of Promotions to develop, implement, and facilitate club benefits including providing details, rules, procedures, and materials necessary
• Maintains the integrity of the player databases for successful customer relations management and return on investment
• Works closely with Director of Entertainment and Special Events and participate in planning meetings to ensure the success of casino Entertainment and Special Event efforts
• Coordinates data with Marketing, for target marketing and player, promotion, and product development
• Ensures the Club and Player Development program database information is handled confidentially and appropriately at all times
• Manages retail and gift giveaway inventories to include execution of purchase requisitions.
• Manages guest disputes appropriately and effectively, resolving at the lowest level possible.
• Promotes internal guest service standards through courteous and respectful behavior.
• Focuses on the company core values of "leading by example," being accountable for his / her actions, being "guest Focused," and open to feedback
• Supports and enforces the Responsible Gaming Plan as well as Title 31
• Responsible for completing performance evaluations, training, coaching, and mentoring of team.
• Required to enthusiastically support, actively promote, and demonstrate superior guest service in accordance with department and company standards and programs
• Emphasizes and role models company mission of providing excitement and delivering world class service
• Required to be an effective communicator to ensure that consistent, accurate and timely information is provided to all shifts
• Utilizes effective communication tools to ensure that consistent, accurate and timely information is provided through the shifts
• Experts in all functionalities of the player tracking software program
• Performs all job duties in a safe and responsible manner
• Performs other duties as may be assigned by department and / or company management

In addition to the other duties described herein, every Team Member has the following responsibilities related to compliance with laws and regulations :

The Guest Services Manager must be a minimum of 18 years of age. Management experience in retail and gaming operations and thorough knowledge guest service. Results oriented, hands-on professional with the ability to interact effectively with the public, staff, and colleagues. Bachelor's degree from a four-year college or university; or a minimum of one-year of experience in a comparable position; or equivalent combination of education and experience is preferred. Excellent communication skills, both written and oral. Ability to read, analyze, interpret, and comprehend technical procedures, government regulations, business periodicals, instructions, and correspondence / memos; author reports, business correspondence and procedure manuals; effectively present information and respond to questions from groups of managers or staff, guests, and the general public. Working knowledge of Excel and Word required. Attention to detail and accuracy. Maintain confidential information. Previous guest service experience preferred.

Must have ability to :