Reports To:
FLSA STATUS:
Exempt
AGE REQUIREMENT:
21+
JOB SUMMARY:
This position is responsible for being the primary example and trainer of everything and anything customer service related while also acting as a player development host to grow casino revenues. This position will engage and interact with the customer base and casino staff to promote the casino brand and fun friendly environment.
ESSENTIAL DUTIES & RESPONSIBILITIES:
• Responsible for providing the primary example of excellent customer service while performing all job functions at all times.
• Display an exceptional attitude and communication skills with both customers and employees.
• Engage with the customer base on a consistent basis to sell the casino brand and increase casino revenues through relationships and benefit programs.
• Establish and maintain positive customer and employee relationships to foster a friendly and open environment.
• Make recommendations to department managers regarding customer service performance and effectiveness of employees.
• Assist in customer service training of new personnel orientation.
• Resolve customer concerns and complaints while communicating the situation and/or resolution with appropriate department(s) to avoid future situations.
• Responsible for player development and review with Marketing Manager/Director on a quarterly basis to determine success of casino host practices.
• Keep accurate records of player development attempts with before and after analysis.
• Be able to work flexible schedules including special events, public holidays, weekends and peak business times.
• Follow all company policies and procedures in regards to the position and recommend changes for improvement to the Marketing Manager/Director as needed.
• Make recommendations to the Marketing Manager/Director on player reinvestment and budget.
• Communicate with department managers and other shift managers.
• Attend management meetings and inform personnel of pertinent information.
• Collaborate with Shift Managers and department managers to ensure business efficiency and communication.
• Represents the casino and the tribe while on and off casino property while maintaining constant professionalism.
• Must be able to travel.
• Perform other duties as assigned by the Marketing Manager/Director.
COMPETENCIES:
To perform the job successfully, an individual should demonstrate the following competencies:
Analytical - Synthesizes complex or diverse information.
Attendance/Punctuality – Is consistently at work and on time.
Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition.
Communication – Must have exceptional people skills. Able to communicate effectively with any customer and employees at all levels.
Customer Service - Manages difficult or emotional customer situations.
Delegation - Must be able to direct supervisory and front line staff in the course of their duties and delegate duties to specific individuals to ensure company standards are maintained at the highest levels in accordance with company policies and procedures.
Ethics – Treat people with respect; inspire the trust of others; work with integrity and ethically; uphold organizational values.
Interpersonal Skills - Maintains high level of confidentiality.
Managing People - Provides regular performance feedback.
Motivation - Must be self-motivating and able to motivate employees at all levels to achieve the company’s long and short term goals.
Oral Communication-Listen and get clarification; Respond well to questions.
Organizational Support - Follows policies and procedures.
Problem Solving - Identifies and resolves problems in a timely manner.
Professionalism - Follows through on commitments.
Quality - Demonstrates accuracy and thoroughness.
Safety and Security - Observes safety and security procedures; Uses equipment and materials properly.
Teamwork – Contribute to building a positive team spirit; Support everyone’s effort to succeed.
Technical Skills - In depth knowledge and skill and ability to shares expertise with others.
Written Communication - Writes clearly and informatively.
SUPERVISORY RESPONSIBILITIES:
This position has no direct supervisor responsibilities.
EDUCATION & EXPERIENCE:
Associates degree in approved related field/s or equivalent from two-year college or technical school; and five (5) years related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present and provide information and respond to questions from groups of managers, clients, customers, and the general public.
MATH SKILLS:
Ability to work with mathematical concepts such as discounts, interest, fractions, ratios, commissions, proportions, and percentages. Review and/or audit internal documents to ensure accuracy of purchases, revenue, and errors of transaction.
REASONING ABILITY:
Ability to solve complex problems and deal with a variety of uncertain variables in situations where only limited standardization exists. Ability to interpret, communicate, and delegate instructions furnished in written, oral, diagram, or schedule form. Ability to quickly evaluate alternatives and suggest a plan of action as necessary.
COMPUTER SKILLS:
To perform this job, successfully, an individual should have working knowledge of Microsoft Office Suite, Microsoft Outlook e-mail, internet, faxing, printing, copying, Player tracking system. Must type at a minimum of 25 words per minute.
CERTIFICATES, LICENSES, & REGISTRATIONS:
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.
While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. Must be able to see and hear, or use prosthetics that will enable these senses to function adequately to assure that the requirements of this position can be fully met.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate; and limited exposure to cleaning chemicals.
Must be able to work under stressful situations. Drug and Alcohol free workplace. Must be able to work in a smoke filled environment.