Manager - Customer Care

7 days ago

Gary, United States Hard Rock International (USA), Inc. Full time

Overview:
***:
Under the direction of the Director of Customer Care, the Customer Care Manager will use customer service skills to build customer loyalty, increase visitation, generate gaming revenue, and improve Customer Service scores. The incumbent will actively monitor gaming and non-gaming areas and make sure proper customer service is provided. They will be a point of contact for on and off-property guests who wish to provide feedback regarding their experience. They are responsible for investigating each piece of feedback received and following up with our guests to ensure recovery. This position often includes fast-paced, high-stress situations which will require someone to think on their feet while maintaining a pleasant and positive demeanor.

**Responsibilities**:
**ESSENTIAL FUNCTIONS**:

- (These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)_
- Actively seek areas of improvement to Customer Service.
- Identify systematic service issues and establishes a system of resolution.
- Responsible for addressing customers verbally and in writing for all service-related problems reported by customers.
- Personalize customer interactions to build rapport and brand loyalty.
- Assist Player Development, Table Games, Slots, Cage Operations, F&B, and Facilities to ensure a quality guest experience.
- Take ownership of guest requests and seek assistance if outside the scope of position.
- Assists with tracking and reporting.
- Must be knowledgeable and provide answers to guests' questions including, but not limited to, special events on and off property, restaurant information and Hard Rock’s portfolio of properties.
- Proactively communicate guest feedback with management.
- Demonstrate a willingness to teach, mentor, train and share information with others.
- Other duties as assigned.

**NON-ESSENTIAL JOB FUNCTIONS**
- Attend seminars when needed.

Qualifications:
**EDUCATION AND /OR EXPERIENCE REQUIREMENTS**:

- (Related education and experience may be interchangeable on a year for year basis)_

Minimum 4 years of customer service experience preferred or an equivalent combination of education and experience in the Casino or Hospitality Industry

**ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc.)**:

- Must obtain and maintain all licenses / certifications per Federal, State, and Indiana Gaming Commission.
- Must successfully pass background check.
- Must successfully pass drug screening.
- Must have exceptional guest service skills
- Must have the ability to resolve problems and handle stressful situations
- Must be able to make sound decisions
- Must be ambitious, driven to succeed and possess a passion for the business
- Must be twenty-one (21) years of age.

**KNOWLEDGE OF**:
**ABILITY TO**:

- Execute Customer Service strategies as directed by Customer Care leadership
- Complete a high volume of interactions with VIP guests and other departments
- Demonstrate strong organizational and time management skills
- Communicate clearly and concisely, both orally and in writing
- Make decisions in the best interest of Hard Rock while positively impacting customer visitation and experience
- Establish and maintain effective working relationships
- Present an image of excitement and enthusiasm for the Hard Rock brand
- Work in a fast-paced, busy, and stressful environment
- Operate various types of office equipment.
- Be flexible to work varying shifts and time schedules as needed.
- Be able to stand or walk for much of the day
- Work flexible schedules, including nights, weekends, and holidays
- Comply with state regulations
- Daily Exposure to casino-related environmental factors including, but not limited to, secondhand smoke and excessive noise

Additional Details:
The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of team members assigned to this job. The Team Member understands that employment with the Company is at-will and that no express and/or implied contract of employment exists unless it is in writing and signed by the Department Head. The Team Member further understands that conditions may require the Company to modify this Job Description and that the Company reserves the right to exercise its discretion to make such changes.

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