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Lead Representative, Guest Services

3 months ago

Highland, United States San Manuel Casino Full time
JOB DESCRIPTION Under the direction of the Guest Services Supervisor, the Lead Representative, Guest Services is responsible for providing support to Guest Services Management and frontline staff related to inventory control and monitoring, accounting of coupons and redemption items, staffing and creating daily shift schedules, enforcement of rules and policies, meeting department goals, and handling of guest concerns. They must be functional in Guest Services Representative and Senior Representative job responsibilities and may have similar duties assigned in the rotation, when needed.

Essential Duties & Responsibilities

Provides employee support by monitoring and maintaining working inventory of supplies and redemption items in all Guest Services work stations.  Audits radio and wheelchair inventory on a daily basis.  Creates and maintains a working template for daily rotation schedules for all shifts and prepares daily shift schedules, including staffing for special events. Ensures efficiency by consistently enforcing policies and procedures and assisting supervisors in monitoring employee performance. Closes Guest Services Senior Representatives and Retail Cashiers at the end of their shift in Box Office, Gift shop and Redemption booths. Effectively deals with complaints and grievances from internal and external customers and directs appropriate issues to management. Assists during entertainment events by scheduling, and monitoring activities and participates as needed to maintain appropriate coverage. Assists in the receipt and distribution of lost and found items in the absence of the Property Room Attendant.  Assists with booth coverage during busy periods. Implements the policy and procedure for Service Animals. Assists guest with questions or concerns. Ensures kiosks are functioning properly by making sure it has enough paper to process entries to different promotions.  Reports any computer malfunctions to the supervisor or Assistant manager. Performs other responsibilities as assigned to support the efficient operation of the department.

Education/Experience/Qualifications

High School Diploma or GED required. Some college coursework preferred. Minimum one year guest service experience required. Minimum one year cash handling experience required. Must be able to multi-task effectively and handle a high volume of monetary transactions, error free. Proficiency in Microsoft Office (Word, Excel and Outlook) preferred. Must be able to handle a large volume of money transactions while following policies and procedures.

Certificates/Licenses/Registrations

At the discretion of the San Manuel Tribal Gaming Commission you may be required to obtain and maintain a gaming license.