The Guest Services Lead will report directly to the Marketing Supervisor, The Guest Services Lead will be responsible for assisting the Marketing Supervisor in everyday operations of ClubJACK, Retail and the Promotions Department. This is a full-time position, in which the Guest Services Lead will be required to have a flexible schedule, including weekends and holidays, in the event of a party, trade show, promotions, or drawings on or off property.

Essential Functions:

• Responsible for overseeing all job functions of ClubJACK, including but not limited to, new card sign-ups, card re-prints, PIN setup, accurate data integrity and promotions.
• Responsible for the hands-on supervision and scheduling of all ClubJACK team members
• Ensures that all team members successfully complete all required training and certification.
• Ensures compliance with all established departmental and company-wide policies, procedures, and regulatory requirements. These include, but are not limited to, review of audit packages, Title 31 compliance, customer data integrity and adherence to all gaming and compliance guidelines in regard to drawings, tournaments and prize giveaways
• Supervises team to ensure that all deadlines are met, and that both internal and external communication is timely, clearly written and correct
• Answers inquiries about the property, outlets, location/directions, special events, and promotions.
• Field customer questions and problems with a courteous, efficient, professional, and friendly manner.
• Handling escalation of guest calls and looks for solution to guest issues.
• Assists in the dissemination of property wide information, such as: Daily Promotions emails, calendar updates, bank requests, Promotional Recaps and departmental reminders.
• Uses sound judgment and makes decisions in accordance with established comp and expense guidelines for guests with approved comp expenses.
• Acts as a role model and always presents oneself as a credit to the JACK Thistledown and JACK Entertainment brand and encourages others to do the same.
• Meets the attendance guidelines of the job and adheres to regulatory, departmental and company policies.
• Licensed and authorized to obtain money from the cage and to distribute promotional prize money on the gaming floor.

• Be thoroughly knowledgeable of all rules and procedures to all promotions and events taking place both on property and off.
• Notify ClubJACK/Marketing Manager of any rules and procedures violations to be corrected.
• Responsible for meeting timelines. Must exhibit attention to detail and follow through.
• Conduct promotional drawings and contact winner(s), Follow up with all paperwork involved.
• Assist in the creation of necessary coupons in house and keep ClubJACK, F & B, accounting or any other affected departments informed on all coupons in circulation.
• Check on a daily basis, all in house signage, all in house brochure racks for outdated or damaged signs and replace info as needed. Complete work orders/signage request for changes or replacement needed. Inform other departments if their signs are damaged or needs to be replaced.
• Assists in execution of all parties/events being held by ClubJACK/Promotions and/or Player Development.
• Must be comfortable speaking in front of people and utilizing a microphone to emcee events and promotions.
• Any other duties as assigned by Marketing Supervisor.
• Creates and distributes inter- and intra-departmental communication of all promotions and events.
• Must be knowledgeable of all store merchandise and communicate this knowledge in a friendly and helpful manner to customers.
• Must be able to operate cash register to total guest purchases and accurately balance cash drawer daily.

Knowledge, Skills & Abilities:

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.

• Must be able to work independently.
• Must be able to sit, stand or walk for long periods of time (4 hours).
• Must be able to respond calmly and make rational decisions when handling employee conflicts.
• Must be able to maneuver throughout all areas of the property and from floor to floor either by stairways (minimum of 20 steps) or escalator.
• Must be able to lift and carry up to 50 lbs.; and, have the ability to push, pull, reach, bend, twist, stoop and kneel.
• Respond to visual and aural cues.
• Must have the manual dexterity to operate a computer and other necessary office equipment.
• Must be able to tolerate areas containing dust, loud noises and bright lights.
• Must be able to work varied shifts, weekends and holidays as needed.
• Ability to simultaneously manage several projects, and not be frustrated by changing priorities and unforeseen obstacles to achieving objectives.
• Ability to speak distinctly and persuasively.
• Must be able to read, write, speak, and understand English 
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or Team Members.
• Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

Education and Experience:

• High school diploma or GED equivalent
• 5 years customer service experience
• Basic computer skills (WORD, EXCEL, PowerPoint, etc.)
• Able to type 35 words per minute
• Cash handling experience
• Ability to maintain composure and excellent guest relations under all circumstances
• Strong interpersonal and teamwork skills
• Taking direction from multiple Supervisors/Managers/Directors from multiple areas
• Maintain upbeat and positive attitude across multiple tasks and environments
• Shift Flexibility
• Excellent communication and organizational skills
• Must be 21 years of age
• Previous or Current experience as a Promotions/Guest Experience Representative at a JACK Entertainment property preferred.

Required Certification/License:

• Must be able to obtain an Ohio Lottery Commission license