Guest Service Specialist (Internal Team Members Only)

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Position Closing Date: March 7th, 2024 at 5PM

Salary: DOE

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Leads the promotion and delivery of excellent guest service experiences for both internal and external guests.
• Collaborates with the Learning & Development Manager in addressing guest service comment cards, guest correspondence (letters & email), secret shopper reports and other feedback sources.
• Swiftly and professionally resolves requests and disputes within enterprise guidelines, ensuring follow-up to guarantee guest satisfaction.
• Engages with department management and team members, offering guidance on enhancing guest service.
• Consistently exemplifies role model behaviors of the GILA WAY guest service standards.
• Responsible for providing incentives to team members who display GILA WAY behaviors.
• Assists the Learning and Development manager when assigned.
• Initiates, coordinates, manages, and sustains recognition programs (guest service recognition, years of service awards, on-the-spot recognition, spotlight awards, etc.) for the Enterprise, contributing to retention and team member morale efforts.
• Continuously develop innovative approaches to acknowledge team member or team accomplishments.
• Supports the Wellness specialist with wellness activities and/or projects when assigned.
• Creates internal marketing announcements highlighting recognized team members on bulletin boards, back-of-house monitors, company newsletter, etc.
• Maintains a dependable work attendance record with extremely infrequent absences and/or lateness.
• Performs other special projects and duties as assigned.

SUPERVISORY RESPONSIBILITIES

Directly supervises multiple personnel. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

• High School Diploma or equivalent required.

• Experience in direct guest service required, preferably in a casino gaming environment.

• Ability to be creative, friendly, and knowledgeable in guest service.

• Ability to perform the GILA WAY which is as follows:
  • Greet our guest
  • Interact positively with our guest
  • Listen actively to our guest
  • Appreciate our guest

• Must possess excellent guest service skills, strong professional etiquette, and be a self-starter with the ability to multitask, follow-up and complete tasks in a timely manner with minimum supervision.

• Ability to establish and maintain effective working relationships as well as to gain the cooperation of guests and fellow team members.

• Strong interpersonal and communication skills, both written and oral.

• This position must have, or an ability to acquire within one year, an in-depth knowledge and thorough understanding of Enterprise Policies and Procedures, governmental regulations, and technical rules relevant to their responsibilities.

Important Notes

As a condition of employment, all new hires must pass the following:

Pre-employment Alcohol/Drug Test. This drug test includes the normal seven-panel test, but excludes marijuana for non-safety sensitive positions.

Background check. Applicants who have felonies, warrants, outstanding tickets, shoplifting or theft convictions will be ineligible for employment.