Lead Guest Service Center Agent

Essential Job Functions:

Perform all duties at the Front Office and Guest Service Center Departments as listed:

Accurate reservations input according to set standards.

Accurate Front Desk operations procedures check in & out.

Accurately handle Valet & Bellman duties.

Lead and develop others to perform Superior Guest Service Essentials.

Work closely with Front Office Management Team to gain experience in the handling of Front Office Procedures, i.e. - scheduling/labor control, staff training, maximization of daily occupancy/rate goals, follow-up/staff communication, etc.

Attend all training sessions as scheduled by the Front Office Manager.

Handle guest inquiries, comments, suggestions and complaints.

Create & update “Standard Operating Procedures” as needed.

Provide superior service to all customers.

Responsible for assigning casino patrons to the correct promotion or event blocks along with issuing comps to players who qualify.

Add/Update patron information within ACSC (i.e., address, phone, etc…).

Responsible for accurate data entry into all hotel and casino systems.

Complete daily reports and checklists as determined by the Manager.

Notify and assist the Front Desk Manager of any inventory shortages with room blocks or event blocks.

Assist and provide back up for all of the Call Center.

Greet group guests visiting the property.

Miscellaneous Group Sales duties as assigned.

Provide service to internal and external customers which reflects the company culture of Satisfaction, Togetherness, Appreciation and Recognition. (S.T.A.R.)

POSITION TITLE: Lead Guest Service Center Agent

Responsible for immediately informing on-site IGC Agent on duty, Security and Supervisor on Duty of any Internal Control or State Regulation violations related to gaming activity of which you commit, witness or become aware; must report pursuant to company Self-Reporting Policy.

Other Job Functions:

Perform miscellaneous duties as assigned.

Maintain complete knowledge of departmental policies, procedures and service standards.

Responsible for reading & understanding all information contained within department memos.

Responsible for knowledge and proper use of office equipment.

Work a variety of rotating days and shifts.

Job Qualifications:

Experience Required: Previous customer service experience preferred.

Education Required: High school diploma or equivalent, knowledge of hotel and casino system helpful.

Skills, Knowledge and/or Abilities Required: Must display outstanding customer service, verbal and written skills. Must be a very detail oriented individual and have the ability to communicate clearly and respectively with all external & internal customers. Ability to communicate effectively to large groups. Professional and positive demeanor. Ability to simultaneously perform multiple assignments. Ability to prioritize and adapt to change as necessary. Strong computer skills. Must be flexible to work all shifts and be able to work weekends, evenings and holidays.

Licenses, Certifications, Bonding, and/or Testing Required: Indiana Gaming Commission Occupational License - Level 2.

Other Specialized Requirements: