Guest Services Lead
Company: Hoosier Park
Posted on: January 10, 2022
2nd Shift (Sunday, Monday, Tuesday 4pm-12am / Friday and
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other
duties may be assigned.
Assists in implementing all promotions, as they relate to the area
of the Rewards Center.
Assists in implementing and supervising all programs and
procedures. Assists in achieving Rewards Club membership goals
Assists with the coordination of all Passenger reservations and
boarding pass issuance.
Assists in the daily operations of the Rewards Center area to
include the supervision of Marketing Operations and
Implements procedures to ensure the highest standards of courteous,
prompt and efficient customer service.
Assists with the reporting and reconciliation of coupons and
incentives, coordinates all customer inquiries and complaints.
Administers required record keeping procedures, maintain
responsibility for accurate forecasting of passenger volumes.
Directly supervises up to 25 employees in the absence of a
Supervisor in the Guest Services Department. Assists in the
direction and coordination of this unit. Carries out supervisory
responsibilities in accordance with the organization's policies and
applicable laws. Responsibilities include training employees;
assigning, and directing work; addressing complaints and resolving
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 essential functions.
SOCIAL SKILLS AND EXPERIENCE
Must have an outgoing, energetic and enthusiastic attitude. Must be
comfortable initiating conversations and creating a fun environment
with our guests.
EDUCATION and/or EXPERIENCE
Associate's degree (A. A.) or equivalent from two-years college or
technical school; high school diploma or general education degree
(GED); or six months to one year related experience and/or
training; or equivalent combination of education and
OTHER SKILLS AND ABILITIES
Three to five years of supervisory experience.
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 information and respond to questions from groups of
managers, clients, customers, and the general public.
Ability to add, subtract, multiply, and divide in all units of
measure, using whole numbers, common fractions, and decimals.
Ability to calculate figures and amounts such as discounts,
interest, commissions, proportions, percentages, area,
circumference, and volume. Ability to apply concepts of basic
algebra and geometry.
Ability to define problems, collect data, establish facts, and draw
valid conclusions. Ability to interpret an extensive variety of
technical instructions in mathematical or diagram form and deal
with several abstract and concrete variables.
REQUIRED PERSONAL COMPETENCIES
Responsible for fostering a fun environment. Responsible for being
gracious to all guests and co-workers. Responsible for promoting a
positive influence in the community and participating in
company-sponsored events. Enthusiastically supports, actively
promotes and demonstrates superior customer service in accordance
with department and company standards and programs. Ensures that
behavior and appearance are in compliance with established
standards. Maintains a professional work environment with
management and staff.
CERTIFICATES, LICENSES, REGISTRATIONS
Must be able to obtain a Gaming Commission License.
The physical demands described here are representative of those
that must be met by a Team Member 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
Team Member is regularly required to sit, stand at least 8-10 hours
daily, use hands to finger, handle, or feel; reach with hands and
arms; and talk or hear. The Team Member is frequently required to
stand and walk 2-3 miles in an 8-10 hour workday. The Team Member
must occasionally lift and/or move up to 50 pounds. Specific vision
abilities required by this job include close vision, distance
vision, color vision, peripheral vision, depth perception, and
ability to adjust focus. The Team Member is occasionally required
to climb and descend stairs and balance.
The work environment characteristics described here are
representative of those an employee encounters while performing the
essential functions of this job. Must be able to work in a smoking
environment. Noise level in the work environment is usually
ACCESS TO SENSITIVE MATERIALS
Access to patron data base/player information; departmental
personnel records and payroll information.
ACCESS TO GAMING FACILITY
Access to general gaming floor, and Rewards Center in gaming
Keywords: Hoosier Park, Anderson , Guest Services Lead, Other , Anderson, Indiana
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