Job Details
Location Petoskey, MI ** GUEST SERVICE REPRESENTATIVE**
**Job Description:**
**Job SUMMARY:** Primary responsibilities include helping guests to sign up for and utilize the benefits for Players' Club, greeting and processing groups and buses, and assisting with promotions and special events.
**Primary Duties & Responsibilities:**
* Greets guests with professionalism and a friendly smile.
* Provides consistent, prompt and courteous guest service at all times under any conditions.
* Creates a friendly, comfortable and exciting atmosphere for all our guests.
* Recognizes and greets frequent guests.
* Conducts self in a professional manner at all times and ensure all Team Members provide the same service and attitude.
* Responsible for handling Players Club enrollment, account balance inquiries, redeeming and issuing vouchers and offers, looks up and issues direct mail offers and explanation of programs and events to guests.
* Responsible for data entry of new Players Club enrollees.
* Conducts all phone operator duties for the department including but not limited to answering phone calls, calling phone lists, looking up direct mail offers, transferring calls, completing reservations for incoming guests, etc.
* Assists with the Casino Host department including issuing and explaining complimentary offers and working from VIP service areas.
* Works with bus groups by completing bus manifests, greeting incoming buses and assisting with departing buses.
* Assists and maintains a comfortable and positive environment for all guests that enter the facility, as well as other employees.
* Assists marketing staff on special promotions when necessary.
* When unable to handle a complaint, calls supervisor or shift manager or appropriate marketing personnel, in order to resolve issues in a professional manner.
* Creates a fun and exciting atmosphere (in a professional and polite manner), by making overhead announcements of birthdays, paging requests and winner announcements.
* Assists guests with jackpot wins, takes photographs, and attempts to get a release form signed so that the winner information can be used for promotional purposes.
* Solicits guest feedback by direct interaction and comment cards.
* Acts immediately on any guest complaint to ensure that corrections are made and that 100% satisfaction guarantee invocations are made.
* Maintains a clean, organized, safe and comfortable work environment for employees and guests.
* Performs all other duties as assigned within the scope of work.
**Upholds Odawa Casino Mission statement in all aspects of position:**
**Mission:**
We create excitement and memories.
**Values:**
We create a culture that provides:
1. A fun, rewarding, safe, and consistent environment for our Team Members.
2. A warm reception, welcoming environment, and friendly atmosphere.
3. An optimal entertainment experience through exceptional service.
4. Support for the Waganakising Odawak values through Wisdom, Love, Respect, Bravery, Honesty, Humility, and Truth.
5. A contribution and connection to the community.
**Preference: Applies to Native Americans in accordance with applicable tribal law.**
**Job Requirements:**
**Minimum Qualifications:**
* High School diploma or equivalent and must be 18 years of age or older.
* Must be computer literate and familiar with Microsoft Office.
* Must possess the ability to establish priorities, work independently, handle and resolve problems and conflicts, etc.
* Excellent interpersonal, customer service, communication, team building and problem-solving skills are required.
* Must be able to handle busy periods during peak service times.
* Must be able to stand or walk for long periods of time.
* Must be able to bend, kneel and reach.
* Use of hands, wrists, and fingers associated with computer usage.
* You may be required to pass a skills assessment test to determine if you meet the minimum qualifications of the position.
* Exposure to loud, continuous noise levels and a smoke filled environment.
* Must be flexible with shift and days off.
* Must be able to meet Odawa Casino Resort internal training requirements.
* Must be able to obtain a gaming license in accordance to the regulations established by the LTBB Gaming Regulatory Commission, and be able to serve in the position under any other applicable law.
* Must maintain confidentiality at all times.
A Team Member who resigns with proper notice may apply for rehire after 3 months from the effective date of their termination.
A Team Member who has their employment terminated by any gaming facility or who resigns without proper notice may be eligible for rehire subject to the following schedule:
* 1st occurrence must wait 6 months from the effective date of termination or resignation without proper notice
* 2nd occurrence must wait one year from the most recent effective date of termination or resignation without proper notice
* Any occurrence beyond the 2nd must wait three years from the most recent effective date of termination or resignation without proper notice
Please note that occurrences do not reset regardless of length of time between them.
A Team Member whose employment is terminated as a result of not being able to return to work upon exhaustion of the Fair Employment Leave will be eligible for rehire without a waiting period once they have been released back to work by a qualified physician.
A Seasonal Team Member whose employment is terminated will be eligible for rehire without a waiting period if they successfully complete their most recent seasonal employment.
Must not be currently on a Security Ban from Odawa Casino during the time of application.
To apply for any Dual Rate positions the applicant must be currently employed and in good standing with Odawa Casino.
Must be able to obtain a gaming license in accordance with the regulations established by the LTBB Gaming Regulatory Commission, and be able to serve in the position under any other applicable law.