Guest Service Representative – Soaring Eagle Waterpark & Hotel

Position Summary:

Guest Service Representatives (GSR), attend to Guests upon their arrival to the hotel, waterpark, Retreat and RV Park and continue to offer assistance throughout the stay of the Guest. Although the Soaring Eagle Water Park & Hotel, The Retreat, and Soaring Eagle Hideaway RV Park are enterprises of the Saginaw Chippewa Indian Tribe of Michigan, they operate under the Migizi Economic Development Company Policies and Procedures.

Essential Job Duties and Responsibilities:

• Provides superior Guest service to all individuals they interact with. Executes Guest service in accordance with Migizi Guest Service Standards and Philosophies.
• Works directly with the public; performing for people or dealing directly with the public. This includes serving customers for the Soaring Eagle Waterpark & Hotel, Soaring Eagle Hideaway RV Park, The Retreat and outlets as well as receiving clients or Guests at entry or in the lobby.
• Interacts with machinery; using computer systems (including hardware and software) to program, write, set up functions, enter data, or process information. Use basic office equipment and current technology to process information.
• Communicates with supervisors, peers and Guests; provides information to supervisors, coworkers, and Guests by telephone, written form, email, or in person.
• Resolves conflicts and negotiate with others; handles complaints, settling disputes, and resolves grievances and conflicts, or otherwise negotiates with others.
• Makes decisions and solve problems; analyzes information and evaluates results to choose the best solution and solve problems.
• Documents/records information; enter, transcribe, record, store, or maintain information in written or electronic/ magnetic form.
• Assists and cares for others; provides personal assistance to others, such as coworkers, customers, or visitors as part of safety administration during emergency and non-emergency response per Standards of Procedures (SOP).

· Establishes and maintains interpersonal relationships; develop constructive, professional, supportive and congenial relationships with team members.

• Must be available to work weekends, evenings, and holidays.
• Performs other duties as assigned.

Skills:

• Active listening; give full attention to what other people are saying, take time to understand the points being made. Ask questions as appropriate and not interrupt at inappropriate times.
• Speak; talk to others to convey information effectively.
• Service orientation; actively look for ways to help people.
• Social perceptiveness; be aware of others’ reactions and understand why they react as they do.
• Critical thinking; use logic and reason to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Reading comprehension; understand written sentences and paragraphs in work related documents as provided in English.
• Instructing; teach others how to do things as you have been trained or by SOP’s.
• Mathematics; use general mathematics and cashier skills.
• Monitoring; monitor or assess performance of yourself, other individuals, or organizations to make improvements or take corrective action.

· Coordination; adjust actions in relation to others’ actions.

· Must possess good oral and written communication and organizational skills.

· Must be computer literate. Must have a thorough understanding and some knowledge in the appropriate software to include Microsoft Office Suite (Word and Excel).

· Must possess a proven record of dependability and excellent work performance.

· Must possess a desire and ability to interact with all people or types of Guests. Must possess a positive, upbeat personality with a desire to deliver outstanding customer service. Must be service oriented and be able to multi-task when conducting the assigned responsibilities.

· Must be willing and able to follow all departmental policies and procedures, as required. Must possess the capability of being a team player and partner with other associates in order to complete assigned tasks. The candidate must be able to accomplish duties in a positive manner.

Work Environment/Safety Hazards:

Frequent use of hands, wrists, fingers associated with computer operation. Able to stand for extended periods and walk throughout the Waterpark & Hotel, Retreat and RV Park property. Could exert in physical effort in lifting/transporting at least 50 lbs. Push/pull cart or equipment up to 250 lbs. Endure various physical movements throughout the work areas. Reach 24 inches/2 feet. Working under variable temperature conditions and noise levels, indoor/outdoor settings, fume/and odor hazards, dust and/or mite hazards, and chemicals.

Minimum Qualifications:

Required:

· 18 years of age.

· High school diploma or G.E.D.

· One (1) year of customer service experience in a retail or hotel front desk setting with cash handling experience.

· Must obtain and maintain a Gaming License.

· Pre-employment background check and drug screen.

Preferred:

· Native American.

Job Type: Part-time

Pay: $15.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Employee discount
• Flexible schedule

Schedule:

• Holidays
• Monday to Friday
• Weekends as needed

Work setting:

• In-person

Application Question(s):

• "The Saginaw Chippewa Indian Tribe of Michigan, in accordance with the spirit of PL. 93-638, adopted January 4, 1975, will provide preference to Native Americans meeting minimum position qualifications who have equal qualifications for the position(s) to those of other applicants. Are you a Member of the Saginaw Chippewa Indian Tribe of Michigan, a direct descendant of members of the Saginaw Chippewa Indian Tribe of Michigan, or a member of a federally recognized Tribe indigenous to the U.S. or Canada?"

Education:

• High school or equivalent (Preferred)

Experience:

• Cash handling: 1 year (Required)
• customer service or front desk: 1 year (Required)

Work Location: In person