Guest Service Center Manager

At Lakeside, we pride ourselves on being a personable, loyal, and friendly company that connects deeply with our customers and employees. Our commitment to guest satisfaction, built on solid relationships and exceptional service, sets us apart. We are dedicated to delivering a value-oriented experience in a convenient, welcoming, and casual atmosphere.

Summary: Responsible for all Guest Service Center (GSC) activity to include ensuring compliance with policies, procedures and IRGC rules and regulations and ensuring the highest level of service is provided.

ESSENTIAL DUTIES AND RESPONSIBILITIES, Other duties may be assigned:

• Supervise, direct and train GSC team members.
• Responsible for all GSC team members activities and vault accountability.
• Communication of all GSC activities to Controller and/or General Manager.
• Responsible for budget forecasting, scheduling and all department financials.
• Interacts with other departments to ensure the highest level of efficiency and guest satisfaction.
• Ensure proper staffing levels and that overtime is at a minimum when possible.
• Ensures proper department uniform, appearance and grooming standards are met.
• Provide proactive and professional guest service to all Casino patrons.
• Ensure compliance with all IRGC rules and regulations, Internal Controls, and Standard Operating procedures.
• Must maintain and foster positive working relationships
• Ensure proper department uniform, appearance and grooming standards are followed.
• Attend all company required training.
• Must be able to be approved for and maintain a valid gaming license.
• Adhere to all safety guidelines.
• May be required to work days, nights, weekends and holidays as needed.

SUPERVISORY RESPONSIBILITIES 

Supervises all GSC team members including supervisors. Responsibilities include interviewing, hiring, and training; planning, assigning and directing work; appraising performance; documenting concerns and discipline; addressing complaints; resolving problems; control the flow of supplies and materials; provide for the safety and security of the GSC team.

Must carry out supervisory responsibilities in accordance with the organization's policies and applicable laws.

QUALIFICATIONS 

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.

All Employees must be knowledgeable to all Company policies and procedures, including fire and safety regulations.

EDUCATION and/or EXPERIENCE

• High school diploma or equivalent required.

CERTIFICATES, LICENSES, REGISTRATIONS

• Must be able to obtain and maintain an Iowa Racing and Gaming Commission License.
• Degree related to business, accounting or related field or a combination of education and/or experience, preferred.
• Must have a valid Driver License.

LANGUAGE SKILLS - Must be able to effectively communicate in English.

MATHEMATICAL SKILLS - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. 

COMPUTER SKILLS - Must have Microsoft Office experience and basic computer skills. Proficient with 10 key.