Guest Services Lead

TITLE: Lead LAST UPDATED: April 20, 2022 DIVISION: Guest Services DEPARTMENT: Guest Services REPORTS TO: Supervisor FLSA STATUS: Non-Exempt COMP LEVEL: 6 Summary: Provides information to guests in person and over the telephone assists other employees with uniform storage and retrieval; leads, trains, and assists other staff.

The intent of this position description is to provide a representative summary of the major duties and responsibilities performed by this position.

Employee(s) may be required to perform position-related tasks other than those specifically listed in this description.

Essential Job Functions: * Leads daily operations within assigned area of guest services department; ensures quality service and appropriate staffing levels.

* Schedules lunches and breaks.

Ensures department is properly staffed during these times.

* Performs or assists other staff in performing duties, such as maintaining inventories, bar-coding, sale of merchandise, including cigarettes and wine, and/or cleaning areas.

* Monitors internal and external customer satisfaction of service and environment; resolves any problems that occur during assigned shift.

Notify Supervisors/Manager of any issues/concerns that cannot be resolved on the Lead Level.

* Performs administrative duties such as assisting with coachings, performance evaluations, administering incentive programs, etc… * Assists in month-end inventory when needed.

* Assists in Information, Retail outlets, and Uniform Services when needed.

* Trains new employees.

* Performs daily cigarette inventory.

Spirit Mountain Standards: * Delivers Spirit Mountain's Spirit of Excellence (SOE) by consistently modeling attitudes and behaviors in alignment with SMGI's Pride Values, Brand Promise, and Business Vision.

* Learns comprehends and complies with all Company and departmental policies and procedures, MICS, gaming regulations, and Title 31 Regulation requirements.

* Follows all Corporate and departmental safety policies and procedures.

Supervisory Responsibilities: * Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws and in alignment with SMGI's Pride Values, Brand Promise, and Business Vision.

* * Plans, assigns, and directs work; appraises performance; rewards and disciplines employees; addresses complaints and resolves problems for employees as well as guests.

* Makes recommendations to the Manager/Supervisor and Director for hiring and staff separations in accordance with company policies.

* Ensures the hiring, training, promoting, assigning, disciplining and discharging of employees are in accordance with Tribal Law, including without limitation, the Tribal Employment Rights Ordinance (TERO). Required Knowledge of: * Principles, practices, and processes of Guest Services operations.

* Principles, practices, and processes of inventory maintenance and control.

* Computer hardware and software applications * Supervisory principles, practices and methods.

* Principles and practices of providing customer service.

* Casino operations.

Required Skill in: * Providing excellent customer service to all Guests.

Recognizing and correcting situations that may lead to poor customer service.

* Operating computer hardware and software applications.

* Communicating both orally and written in a professional, business-based manner.

* Establishing and maintaining effective working relationships with others.

* Coordinating and performing a variety of inventory functions * Conducting inventory counts and resolving variances Education, Experience, Licenses, Registrations, and Certifications: * High School Diploma or equivalent, and two (2) years customer service work experience with one (1) year of experience supervising employees, inventory and computer work or equivalent combination of education, training, and experience.

* Low security gaming license issued by the Grand Ronde Gaming Commission.

* Must be at least 21 years of age.

* Due to the nature of the interactions with other employees and the public we serve, employees may be required to provide documentation of, or receive, certain health vaccinations.

Environmental Factors and Conditions/Physical Requirements: * Work is performed in a casino environment, with routine exposure to tobacco smoke and occasional exposure to extreme cold or heat and potentially toxic or caustic chemicals.

* Subject to moderate levels of noise.

* Work is subject to frequent standing and walking, with occasional sitting, bending, reaching, kneeling and lifting up to 50 pounds.

* Work is subject to frequent use of hands to finger, handle, feel, and reach with hands and arms.

Equipment and Tools Utilized: * Equipment utilized includes telephone, personal computer, and standard office equipment, with occasional use of electric motorized bag carousels, clothes washer and drying machine, scissors, and iron.