Guest Services Representative-Petoskey

Overview

Odawa Casino Resort

Job Title:

Guest Services Representative

Reports To:

Guest Services Supervisor

Department:
Marketing

Minimum Pay Rate: $16.50 per hour

Job Code: GSREP

Pay Grade: MRK2

Date Created: 07/24/2004

Last Update: 01/01/2024

Primary responsibilities include helping guests sign up for and utilize the benefits for Players Club, greeting and processing groups and buses, and assisting with promotions and special events.

• Conduct oneself in a positive and professional manner, acting as a role model for all Team Members.
• Greet all Guests and Team Members in a friendly, open manner.
• Provide consistent, prompt and courteous guest service at all times under any conditions.
• Recognize and greet frequent guests.
• Create a fun and exciting atmosphere by making overhead announcements of birthdays, paging requests and winner announcements.
• Maintain knowledge of all current and upcoming promotions and events at Odawa Casino Resort.
• Responsible for handling Players Club enrollment, account balance inquiries, redeeming and issuing vouchers and offers, and explaining programs and events to Guests.
• Responsible for data entry of new Players Club enrollees.
• Conduct all phone operator duties for the department, including answering calls, calling lists, looking up offers, transferring calls, and completing reservations for incoming Guests.
• Assist with the Casino Host department including issuing and explaining complimentary offers and working from VIP service areas.
• Coordinate with bus groups by completing bus manifests, greeting incoming buses and assisting with departing buses.
• Assist marketing staff on special promotions when necessary.
• Act immediately on any Guest complaint to ensure corrections are made and 100% satisfaction guarantee invocations are made.
• When unable to handle a complaint, call Supervisor, Shift Manager or appropriate Marketing personnel to resolve issues professionally.
• Assist Guests with jackpot wins, take photographs, and obtain a release form for promotional use of winner information.
• Solicit Guest feedback by direct interaction and by collecting comment cards.
• Maintain a clean, organized, safe and comfortable work environment for employees and guests.
• Attend required department meetings.
• Complete all required trainings satisfactorily.
• Maintain the highest level of confidentiality at all times.
• Work at other properties as needed.
• Perform all other duties as assigned within the scope of the position.

Synkros, MS Office Suite

Mission:
We create excitement and memories.

Values:
We create a culture that provides:

• Must have a high school diploma or equivalent.
• Must be computer literate and familiar with Microsoft Office.
• Must possess the ability to establish priorities, work independently, handle and resolve problems and conflicts.
• Must read, write and speak English fluently.
• Must have basic math skills.
• Excellent interpersonal, customer service, communication, team building and problem-solving skills are required.
• Must be able to handle busy periods during peak service times.
• Must be able to stand or walk for long periods of time.
• Must be able to bend, kneel and reach.
• Use of hands, wrists, and fingers associated with computer usage.
• Must be flexible with shift and days off with ability to work overtime, weekends, holidays, and special events as needed.
• You may be required to pass a skills assessment test.
• Exposure to loud, continuous noise levels and a smoke-filled environment.
• Must be able to obtain a gaming license and serve in this position under applicable laws.

Preference:
Applies to Native Americans in accordance with applicable tribal law.