Service Culture Manager

REPORTS TO:

CEO

SCOPE OF POSITION:

Responsible for leading and developing initiatives to enhance and drive the FireKeepers Casino Hotel (FKCH) service culture to Team Members and guests while playing a key role for the organizational culture so it aligns with FKCH’s vision, values and mission.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The following is a list of the main duties and responsibilities. However, other duties may be assigned as deemed necessary by management. All duties must be performed in accordance with Tribal, Federal, and other applicable requirements, organizational specific policies, procedures and practices.

Chairs the Service Culture (WEEA) Committee and develops strategies, programs and partnerships that engage and drive FKCH staff to live and embrace the FKCH service culture.

Manages the FKCH Community Keepers charitable giving and volunteer program while representing FKCH in the community at philanthropic events.

Assures ideas and programs are helping drive Team Members towards excellence in WEEA and there is reward and recognition for the behaviors FireKeepers wants to see from Team Members as they utilize WEEA.

Analyzes existing guest satisfaction data to identify strengths and weaknesses in the company and proposes solutions to address opportunities for improvement.

Partners with Human Resources to create and execute Team Member events that show appreciation and are engaging for FKCH staff while reinforcing the service culture.

Oversees FKCH Team Member service recognition program by managing the processes, administering the execution and reporting on performance to property leadership.

Facilitates and promotes communication of service culture program and charitable giving by contributing to weekly newsletter and other marketing materials on property.

Interacts and engages with all levels of Team Members to role model and develop appropriate WEEA behaviors and actions.

Works with departmental leadership to ensure WEEA initiatives are being effective and with developing plans to address deficiencies.

Communicates successes and challenges on a regular and on-going basis to the leadership team.

Responsible for building and maintaining relationships with community leaders as to support local charitable initiatives.

Supports FKCH departmental charitable programs and operations.

Responsible for creating and developing new programs that elevate service culture awareness as well as work with departments to maintain the highest commitment to delivering quality service

Maintains the highest level of confidentiality.

Responsible for maintaining a consistent, regular attendance record as outlined in the FireKeepers Casino Hotel Attendance Policy.

Outstanding example of and a credit to FireKeepers Casino Hotel.

MINIMUM REQUIRED QUALIFICATIONS:

An applicant’s education, training and experience must be sufficient to demonstrate that the applicant possesses the ability to successfully perform each of the essential duties and responsibilities satisfactorily. FireKeepers reserves the right to verify the sufficiency of a candidate’s education, training and competencies through the interview process, testing and methods.

The requirements listed below are generally representative of the education, experience, and skills and/or abilities required to enable one to successfully perform the essential duties and responsibilities:

I can perform the essential functions of this job without accommodations

I can do this job with accommodations *supporting documentation will be required as pursuant to Tribal Code*

Proficiency in both written and verbal English communication is required.

Five years of prior guest service oversight in a supervisory or management position in a casino or similar hospitality environment. Excellent communication skills and a friendly, outgoing personality. Must be a self-starter, motivated, versatile and responsible. Must be proficient in computer applications including Microsoft Office.

GENERAL OR PREFERRED QUALIFICATIONS:

Five years of experience as a manager in a casino similar to FireKeepers Casino Hotel with oversight of a guest service program. Bachelor’s degree in Hospitality or Marketing.

Successful completion of any of the FireKeepers Casino Hotel Track Training programs. WEEA Certified.

LANGUAGE SKILLS:

Ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimal, and work with mathematics such as probability and statistical inference.

REASONING ABILITY:

Ability to define problems, collect data, establish facts, and draw conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL & ENVIRONMENTAL DEMANDS:

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, a Team Member is regularly required to talk or to hear. The Team Member is also regularly required to stand, walk, sit, and use hands to handle or feel objects, tools or controls. A Team Member is occasionally required to reach with hands and arms, and to sit; climb or balance; and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Work is performed throughout all areas of the facility where the noise level varies from quiet to loud depending upon business.

INDIAN PREFERENCE

Indian preference will be applied in the selection of qualified applicants in accordance with the NHBP Indian Preference in Employment Code, which affords employment preferences to NHBP Tribal citizens, parents or spouses of NHBP citizens and other Native Americans. For purposes of this preference, NHBP law defines "Native American" as: (a) an enrolled member of any other federally-recognized Indian tribes; (b) an enrolled member of a Canadian Indian tribe or First Nation; or (c) an enrolled member of the Grand River Band of Ottawa Indians or the Burt Lake Band of Ottawa/Chippewa Indians.

FireKeepers Casino Hotel reserves the right to make changes to the above job description as necessary.