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Guest Services Manager

2 months ago

Waterloo, New York, United States Lago Resort & Casino LLC Full time
Job Title: Guest Services Manager

Del Lago Resort and Casino LLC is seeking a highly skilled Guest Services Manager to lead our team in providing exceptional customer 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.
  • Develop and implement action plans and goals for the department, ensuring alignment with company objectives.
  • Maintain a positive and professional work environment, fostering open communication and collaboration among team members.
  • Work closely with the Director of Promotions to develop and implement club benefits, promotions, and events.
  • Ensure the integrity of player databases and maintain confidentiality of sensitive information.
  • Manage retail and gift giveaway inventories, including execution of purchase requisitions.
  • Resolve guest disputes effectively and efficiently, promoting internal guest service standards.
  • Support and enforce the Responsible Gaming Plan and Title 31 regulations.
  • Complete performance evaluations, training, coaching, and mentoring of team members.
Requirements:
  • Minimum of 18 years of age.
  • Management experience in retail and gaming operations, with a strong focus on guest service.
  • Results-oriented, hands-on professional with excellent communication skills.
  • Ability to read, analyze, interpret, and comprehend technical procedures, government regulations, and business periodicals.
  • Working knowledge of Excel and Word required.
  • Attention to detail and accuracy, with the ability to maintain confidential information.
What We Offer:
  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.
  • A chance to be part of a team that values excellence, excitement, and old-world hospitality.