Player Services Lead Representative

Description

The Player Services Lead Representative, in addition to Representative responsibilities, assists the Player Services Supervisor(s) in the administration and management of the day‑to‑day operations of Player Services;
Ensures that there is no lapse in customer service during the absence of a Supervisor and that the representatives adhere to all departmental SOPs, COM, guest service standards and compliance regulations. This position reports to the Player Services Supervisor.

• Assists the Supervisor(s) with the day‑to‑day operations of Player Services to ensure that there is no lapse in customer service
• Works in the capacity of subordinates as needed
• Provides supervisory approvals in the absence of the supervisor on duty
• Maintains a complete understanding of our Direct Mail offers, the redemption process of those offers and all promotions
• Ensures all departmental SOPs, COM, and compliance regulations are strictly adhered to
• Acts as liaison between guests and management as it relates to guest and team member concerns
• Authorizes comps for guests as designated by management
• Assists the supervisors in assuring that all team members provide excellent guest service
• Assists the supervisors with the monitoring of team member morale and departmental cleanliness
• Assists supervisors in new and ongoing training of Player Services Representatives
• Proactively submits recommendations for improvement
• Other duties and responsibilities as assigned

• High School diploma or GED required or enrolled and successfully complete a GED program within six (6) months from start date as a condition of continued employment
• Must be twenty‑one (21) years of age or older
• Hospitality or customer service/guest service industry experience (Hotel, Restaurant, Casino, etc.)
  - required
• One (1) year of cash handling experience
  - required
• Proficient in math - a skills test will be administered and candidate must achieve at least 70% skills pass rate
  - required
• Must pass an interview panel regarding communication skills, guest services skills, and obvious demonstration of a naturally outgoing, friendly, helpful personality and positive attitude
• Must successfully pass job interview, including a guest service audition
• Basic computer literacy
• Excellent oral and written English communication skills
• Willing and able to work various hours and shifts, including nights, weekends, and holidays
• Must have a Tribal Gaming License (or the ability to obtain and maintain a license) as a requirement for this position
• Must have willingness and ability to work in a smoke/secondary smoke environment

NATIVE AMERICAN INDIAN PREFERENCE IN HIRING POLICY SHALL BE ADHERED TO AT ALL TIMES

Complaints about the recruitment or selection process for employment should be directed in writing to office of the President and CEO of Wind Creek Hospitality.