Lead Guest Relations Representative

Position Summary:

This role will play a key role in supporting the Guest Services Supervisor in the daily operations of the Guest Relations/Call Center team. Your primary responsibility will be to assist in overseeing the Guest Service Attendants (GSAs), ensuring they are performing their tasks efficiently and meeting all AAA Four Diamond and Gun Lake Casino Resort's service standards. You will provide guidance, training, and support to the GSAs, helping to maintain the highest level of guest satisfaction. Your role will also involve handling escalated guest issues, ensuring seamless communication within the team, and contributing to the overall excellence of our resort's guest services. By assisting the Guest Services Supervisor and ensuring that the GSAs perform their tasks to the highest standards, you will contribute to creating memorable experiences for our guests and enhancing the overall success of our resort.

About Us:

At Gun Lake Casino Resort, every Team Member is an ambassador, essential to the success of our company and our culture. We expect that all Team Members take personal ownership in ensuring that everything they do is in the best interest of Gun Lake Casino Resort and embody the core values of the Seven Grandfather Teachings:

Love: Love your brothers and sisters and share with them.

Truth: Be true in everything you do. Be true to yourself and to your fellow Humans.

Respect: You must give respect if you expect respect. Respect everyone, all persons, and all the things created.

Bravery: To do what is right, even in the most difficult of times.

Honesty: Be honest in every action and provide good feelings in your heart.

Wisdom: We cherish knowledge; wisdom is used for the good of the people.

Humility: Know that you are equal to everyone else, no better, no less.

In this Role:

• Assist the Guest Services Supervisor in overseeing the daily operations of the call center.
• Help monitor and ensure that GSAs are performing their tasks efficiently and adhering to service standards.
• Provide on-the-job training and guidance to GSAs to enhance their skills and service delivery.
• Conduct regular check-ins with GSAs to address any challenges and provide feedback.
• Support GSAs in handling complex or escalated guest inquiries and issues.
• Interact with guests in a friendly and courteous manner, ensuring all guest opportunities are handled promptly and professionally.
• Assist GSAs in recognizing opportunities to engage with guests and inquire how else we can make their visit totally complete and enjoyable.
• Support GSAs in offering dinner reservations and providing information on other resort amenities and services.
• Maintain a working knowledge of promotions and special events to effectively explain them to guests.
• Ensure efficient handling of incoming calls on a multi-line phone system by the GSAs.
• Assist in expediting internal or external customer requests by utilizing handheld radios or calling the appropriate department or team member.
• Ensure GSAs provide accurate information to guests on casino amenities, services offered, restaurants, entertainment, and special promotions.
• Assist in maintaining accurate records of guest interactions, inquiries, and actions taken by the GSAs.
• Ensure proper documentation and record-keeping procedures are followed by the team.
• Support the Guest Services Supervisor in other clerical duties and administrative tasks as needed.
• Foster a team-oriented work environment, promoting collaboration and support among team members.
• Communicate effectively both written and verbally with guests, team members, and management.
• Uphold excellent grooming and uniform standards for yourself and the GSAs
• All other duties as assigned.

Essential Qualifications:

• Must be 21+ years of age.
• Must possess a High School Diploma or GED.
• Six (6) months of customer service and/or call center related experience or training; or equivalent combination of education and experience.
• Work experience in the gaming or hospitality industry is preferred.
• Must be able to obtain a gaming license with the Gun Lake Tribal Gaming Commission.

Physical Requirements:

• Requires normal, corrective vision range, the ability to see color, and the ability to distinguish letters, numbers, and symbols.
• Must have the manual dexterity to operate job-related equipment.
• Ability to sit, walk, stand, run, and climb stairs for the duration of shift.
• Must have the ability to access all properties and areas.
• Must be able to lift up to 50 lbs. with or without assistance.
• Ability to read, write, and input data into the computer.
• Ability to stoop, crouch and kneel.

Work Conditions:

Work is typically in an office environment or out on the casino floor. Work areas may be warm, cold, or noisy and may contain second-hand smoke. Tasks may be required to be performed from a sitting or non-sitting position in a confined area. Team Members may be required to stand, walk, lift, reach, push, pull, and grasp.

Disclaimer and Conditions of Employment:

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job. These statements are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.

All applicants must be able to demonstrate their US work authorization during the employment verification process. The pre-employment process also requires the ability to pass a criminal background investigation, and drug test.

Indian Preference:

The Match-E-Be-Nash-She-Wish Band of Pottawatomi Indians abides by Native American preference in its hiring and employment policies.

Gun Lake Tribal Gaming Authority reserves the right to make changes to the above job description as necessary.