What are the responsibilities and job description for the Guest Services Representative position at Silver Slipper Casino & Hotel?
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· Guest Services Excellence o Greet and assist guests with check-in/check-out procedures, ensuring a personalized and efficient experience. o Address and resolve guest questions, concerns, and special requests promptly. o Exhibit all conduct in accordance with Mississippi Gaming regulations and SSC. · PBX Operation & Phone Etiquette o Manage the telephone system (PBX): route calls, take messages, and provide accurate information—in a tone that says, “we’ve got you.” o Maintain call logs and follow up on missed calls or voicemail inquiries within established service standards. · Player Services Coordination o Handle player’s club inquiries and enrollment; educate guests on tier benefits, promotions, and point redemptions. o Collaborate with the casino’s Player Development team to streamline reward issuance and problem-solve account issues, ensuring every guest plays (and stays) happy. · Marketing & Promotions Support o Assist marketing with promotional events: setup, guest engagement, and post-event follow-through when scheduled. o Distribute promotional materials, explain current offers, and sign-up guests for upcoming events—because the only thing better about today is knowing about tomorrow’s party. · Cross-Functional Collaboration o Coordinate with Food & Beverage, Security, Housekeeping, and Marketing to anticipate guest needs and uphold safety and cleanliness standards. o Provide feedback and ideas to leadership on enhancing offerings, drawing on your front-line insights. · Administrative Duties o Maintain accurate logs (guest complaints, etc). o Process cash or comp transactions in compliance with casino policies. o Other duties as assigned. |