Guest Services Lead

Company: Hoosier Park
Location: Anderson
Posted on: January 10, 2022

Job Description:

2nd Shift (Sunday, Monday, Tuesday 4pm-12am / Friday and Saturday 6pm-2am)

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 Representatives.

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.

SUPERVISORY RESPONSIBILITIES

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 problems.

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. 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 experience.

OTHER SKILLS AND ABILITIES

Three to five years of supervisory 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 information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

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.

REASONING ABILITY

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.

PHYSICAL DEMANDS

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.

WORK ENVIRONMENT

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 moderate.

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 facility.

Keywords: Hoosier Park, Anderson , Guest Services Lead, Other , Anderson, Indiana