Guest Relations Specialist

3 weeks ago

Milwaukee, United States Potawatomi Casino Hotel Full time

Pay based on experience | Third shift


In this fast-paced, high energy environment where great guest service is essential, how do we ensure that our guests are receiving the best service possible allowing them to fully enjoy their gaming experience? As a Guest Relations Specialist, you will administer the Customer Relationship Management program that supports the company strategies and initiative that promote guest satisfaction. While carrying out the job duties listed below, you will contribute to our continued success by demonstrating unsurpassed guest service, a high level of integrity and ethical standards, and personal and professional dedication to our mission, vision, and values.


Principal Duties and Responsibilities (*Essential Functions)

  1. *Administer and maintain the Customer Relationship Management program to support company image, strategies, and initiatives to promote guest satisfaction and loyalty. Provide timely updates, summary reports, and service enhancement recommendations to department and senior leadership.
  2. *Ensure timely resolution of guest issues by implementing effective communication, investigation, resolution, and response techniques. Extend complimentary services within the guidelines established by management as appropriate.
  3. *Maintain accurate records of guest incidents and conduct detailed, thorough investigations to resolve guest concerns. Assure that each guest receives a timely, accurate, consistent, and positive response from PCH.
  4. *Develop and maintain ongoing, interactive working relationships with PH&C departments to ensure full support and collaboration in regards to service strategies and objectives.
  5. *Implement, support, and administer the Problem Gambling initiative and Ride Assistance Program to enhance awareness and responsibility, direct guests and their families to appropriate resources, protect guest wellbeing and safety, and minimize liability to PCH.
  6. Assist in coordinating and conducting customer service training for team members, including attending department shift meetings to review, update, and deliver information regarding the Problem Gambling and Ride Assistance programs, along with departmental relationship building strategies.
  7. Perform job duties in full compliance with departmental Internal Controls, policies, procedures, and regulations.
  8. Perform other duties as assigned.


Job Qualifications

  1. A high school diploma or equivalent and 2 years of related experience in an organization of similar size are required. An Associate's degree can take the place of 1 year experience. Experience in the gaming industry is preferred.
  2. The ability to demonstrate accurate writing skills.
  3. Office skills must include the ability to use standard office equipment, and the ability to demonstrate knowledge of Microsoft Excel and other Microsoft Office software. Experience with casino management systems, hotel reservations systems, and dispute tracking software preferred.
  4. The ability to maintain discretion in handling confidential information.
  5. The ability to interact with guests and team members at all levels of the organization professionally, including the ability to speak in front of small groups.
  6. The ability to interact with stakeholders of all levels and understand the interests of multiple stakeholders and how those interests relate to Potawatomi Hotel & Casino (PH&C) and its goals. The ability to draft professional correspondence.
  7. The ability to work irregular hours and extended shifts including late nights, early mornings, weekends, and holidays.
  8. While performing the duties of this job, the team member is required to talk, hear, stand, sit, walk, climb, balance, stoop, kneel, crouch, and move freely throughout the office and property for duration of scheduled shift. The team member is frequently required to use hands to handle or feel objects, tools, or controls, and reach with hands and arms. The team member must be able to operate a personal computer. The team member is required to lift, carry, push, pull, or move objects up to 10 pounds on a regular basis and up to 25 pounds occasionally. Team member must wear all required Personal Protective Equipment (PPE) while performing job duties. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.


Working Conditions

The noise level is usually moderate. When on the casino floor, the noise level increases. The facility is not smoke free.


Disclaimer

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

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