Guest Services Manager

1 month ago


Waterloo, New York, United States del Lago Resort Casino Full time
Del Lago Resort Casino - Guest Services Manager

Del Lago Resort Casino is seeking a highly skilled Guest Services Manager to lead our team in providing exceptional guest experiences. As a key member of our hospitality team, you will be responsible for overseeing the Rewards Club, Retail, Bus & Group Sales, and Promotional efforts.

Key Responsibilities:
  • Lead a team of Player Card Retail Supervisors and Representatives in building relationships and promoting the del Lago Resort and Casino.
  • Oversee the overall operations and administration of the Players Club and Retail Operations.
  • Ensure Players Club Representatives have a comprehensive understanding of all club member benefits, promotions, and events.
  • Assist in creating action plans and goals of the department.
  • Maintain a good communication with Team Members and maintain a positive and professional work environment.
  • Direct development of forms, vouchers, rating sheets, lists, logs, etc., to support Club programs and to track program activities.
  • Work with the Director of Promotions to develop, implement, and facilitate club benefits.
  • Maintain the integrity of the player databases for successful customer relations management and return on investment.
  • Work closely with the Director of Entertainment and Special Events and participate in planning meetings to ensure the success of casino Entertainment and Special Event efforts.
  • Coordinate data with Marketing for target marketing and player, promotion, and product development.
  • Ensure that the Club and Player Development program database information is handled confidentially and appropriately at all times.
  • Manage retail and gift giveaway inventories to include execution of purchase requisitions.
  • Manage guest disputes appropriately and effectively, resolving at the lowest level possible.
  • Promote 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.
  • Enthusiastically supports, actively promotes, and demonstrates superior guest service in accordance with department and company standards and programs.
  • 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.
  • Expert in all functionality 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.
Requirements:
  • Must be a minimum of 18 years of age.
  • Management experience in retail and gaming operations and thorough knowledge of 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 1 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.
  • Write 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.
Compliance Responsibilities:
  • Attend required training sessions offered by the casino.
  • Obtain required license(s).
  • Perform the duties described in compliance with local laws and regulations.
  • Take the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco.
  • Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the Team Member's department.
  • Have knowledge of the Property's programs to address problem gambling.
  • Consult with the appropriate individuals and maintain an effective system of written policies, procedures, and internal controls to ensure compliance with the state regulations and Systems of Internal Controls.
  • Take the appropriate steps to investigate exceptions, fraud, and potential violations and report such instances to the appropriate levels of management.
  • Report any acts of wrongdoing on behalf of any Team Member that they have knowledge of.

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