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Guest Relations Specialist
2 months ago
Position Overview
The Guest Relations Specialist will play a crucial role in the ongoing acquisition of new patrons to enhance the property's clientele and boost revenue streams. This role also focuses on ensuring customer loyalty and repeat visits through various communication methods, including telemarketing.
Key Responsibilities
- Collaborate with the Casino Marketing teams to drive revenue growth and enhance profitability.
- Foster one-on-one relationships with guests, delivering exceptional service to nurture and sustain these connections.
- Address all guest interactions with efficiency and courtesy, effectively resolving complaints and escalating issues when necessary.
- Possess a thorough understanding of the games available at the casino, as well as current marketing initiatives, promotions, and the advantages of utilizing a loyalty program.
- Support and promote new loyalty program enrollments.
- Coordinate reservations, transportation, and accommodations for guests.
- Exercise sound judgment and make decisions aligned with established guidelines for comps and expenses.
- Assist in organizing player development events.
- Undertake additional related duties as required.
Required Competencies
- Exceptional customer service and communication skills, particularly in telemarketing and guest interactions.
- Ability to independently make real-time decisions to enhance the guest experience.
- Highly organized, self-driven, and detail-oriented.
- Possess strong interpersonal skills, instilling confidence and authenticity in both guest and team interactions.
- Effective time management skills with the ability to handle multiple tasks simultaneously.
- Technical proficiency in Microsoft Office, especially Outlook, Word, and Excel is preferred.
- Maintain a well-groomed and professional appearance at all times.
Work Environment
This role operates in both an office and casino setting.
Position Type
This is a full-time position requiring flexibility in scheduling, with the ability to work varied days and times.