Guest Services Specialist

SUMMARY: 

Responsibe for assisting in the coordination, implementation and tracking of all guest service breakdowns and responses, and the coordination of all internal ACES guest service events.  

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Coordinates and facilitates guest service program concerns and responses in accordance with established policies, procedures and specifications.
• Prepares detailed guest service reports, as needed.
• Work with the Manager of Guest Services and the Employee Event and News Coordinator to facilitate guest service program (ACES) reward and recognition events for employees.
• Responds to guest service inquires received through various contact channels, including letters, phone, email, social media, web, surveys and chat. 
• Develops and maintains a guest service response script library for equitable guest response to inquiries.
• Seeks to achieve individual key performance indicator and department goals while maintaining maximum level of service.
• Held accountable for maintaining accurate and thorough departmental records and reports.
• Assists in monthly budget variance reconciliation for the guest services areas.
• Ensures a maximum level of guest service and satisfaction with all guests, both internal and external, is achieved and maintained.
• Creatively executes multiple projects with shifting priorities.

The above statements are intended to describe the general nature and level of work being performed by an individual assigned to this position.  They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified.

Promotes the following within the department and among all employees:

• Creates an atmosphere of fun for all casino guests.
• Encourages mutual respect, dignity and integrity with all employees, by setting positive examples at all times.

QUALIFICATION REQUIREMENTS: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

Bachelor’s degree from a four-year college or university; or two (2) to three (3) years related experience and/or training in communications, business administration or casino marketing experience.

SPECIAL QUALIFICATIONS:  

Must possess excellent oral, written and strong organizational skills. Must be proficient with computers and able to work with multiple software packages. 

This position requires a Level 4 Gaming License.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents.  Ability to respond to common inquiries from other employees or guests. Ability to write effective letters, memos, speeches, and articles for publication.  Ability to respond to inquiries or complaints from staff members at all levels, guests, regulatory agencies, or member of the business community.  Ability to effectively communicate in one-on-one, small group, and large group settings.  Comfort in public speaking in preferred.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio and percent, and to interpret data from graphs.

REASONING ABILITY:

Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to apply common sense reasoning to a variety of situations.

PHYSICAL DEMANDS: 

The physical demands described here are representative of those that must be met by an employee 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 job, the employee is regularly required to talk or hear.  The employee is also regularly required to stand, walk, sit and use hands to finger, handle, or feel objects, tools or controls.  The employee 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 the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet to moderate.  When on the casino floor the noise level increases to loud.  A casino environment is typically smoky.