Guest Service Manager

Description

Work directly with Marketing Director on the daily activities of the marketing department and main cage duties. Responsible for day to day operations of the Guest Service Center, including guest service standards, guest service operations, adherence to gaming regulations and Title 31, hiring, scheduling, payroll, training, balancing standards, protection of company assets and proper accounting of all transactions.

Minimum 2 years experience in marketing and/or casino cage or related field required. Prior marketing, supervisory and cash handling experience preferred. Excellent customer service skills. Must be able to multi-task and have a flexible schedule. Minimum age of 21 years. Excellent communication and computer skills. Must be proficient in Microsoft Office products. Prior experience with public speaking to include microphone usage, preferred.

Associate/Bachelors Degree preferred. HS Diploma or equivalent required. Must be able to read, write and speak English fluently.

• Ensure all guests receive exceptional customer service.
• Promote marketing efforts and cross market with other property amenities
• Ensure proper adherence with gaming and federal Title 31 requirements.
• Answer guest questions and be knowledgeable about property events and attractions.
• Promote and enroll guests in company rewards program and maintain active data base.
• Manage Guest Service Center team.
• Keep inventory of Marketing and GSC supplies.
• Assist guests in Player Tracking software.
• Adjust player rewards balances with permission from Executive team.
• Assist with hiring, scheduling and directing of Guest Service Representatives
• Assist with training of new hires on the topics of main banker, cage cashier, marketing representative.
• Maintain the confidentiality of customer and company data.
• Ensure cage balances on each shift within company variation standards.
• Ensure staff completes all paperwork pertaining to daily business.
• Assist with employee relations issues.
• Ensure the protection of company assets.
• Ensure all electronic encashment systems are serviced, including ATMs and kiosks.
• Act as emcee for drawings, giveaways and special events when needed.
• Work closely with Accounting department to ensure Nevada Gaming Control Board regulations are followed and assist with the correction of discrepancies.
• Keep accurate records of all marketing, event and promotional files in accordance with Nevada GCB regulations.
• Perform other duties as assigned.

Must be able to sit and/or stand for long periods of time. Must be able to converse over the telephone in a clear and efficient manner. Must be able to lift and carry a minimum of 40 pounds. Must be able to stoop, bend and reach. Must have the manual dexterity required to operate a computer. Must be able to listen and respond to visual and aural cues.

When on casino floor, must be able to tolerate areas containing secondhand smoke, high noise levels, bright lights and dust.

Gaming Registration and Food Handler Card