Guest Services Director

7 days ago


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

Del Lago Resort Casino is seeking a highly skilled Guest Services Manager to lead our team of Player Card Retail Supervisors and Representatives. As a key member of our hospitality team, you will be responsible for building relationships, promoting our resort and casino, and providing exceptional guest service experiences that exceed our company's mission of delivering world-class service.

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 Rewards Club, Retail, Bus & Group Sales, and Promotional efforts.
  • Ensure Players Club Representatives have a comprehensive understanding of all club member benefits, promotions, and events.
  • Assist in creating action plans and goals for the department.
  • Maintain a positive and professional work environment.
  • Work closely with the Director of Promotions to develop and implement club benefits.
  • Manage retail and gift giveaway inventories.
  • Resolve guest disputes effectively and efficiently.
  • Focus on company core values of Leading By Example, being Accountable, being Guest Focused, and Open to Feedback.
  • Support and enforce the Responsible Gaming Plan and Title 31.
Requirements:
  • Minimum of 18 years of age.
  • Management experience in retail and gaming operations.
  • Thorough knowledge of guest service.
  • Results-oriented, hands-on professional with excellent communication skills.
  • Ability to read, analyze, and interpret technical procedures and government regulations.
  • Working knowledge of Excel and Word.
  • Attention to detail and accuracy.
  • Maintain confidential information.
Compliance Responsibilities:
  • Attend required training sessions.
  • Obtain required licenses.
  • Perform duties in compliance with local laws and regulations.
  • Take necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas.


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