The Guest Relations Representative must handle and direct incoming calls for Gun Lake Casino through the multi-line phone system and perform a variety of reception duties for the property.
High school diploma or GED
Six (6) months of customer service & call center-related experience and/or training; or equivalent combination of education and experience.
KNOWLEDGE, SKILLS, & ABILITIES
Must be at least 21 years of age.
Ability to communicate effectively with Guests, Team Members, and Management in both written and verbal forms.
Must demonstrate strong organizational skills, be detail-oriented, innovative, flexible, task-oriented, and able to prioritize tasks effectively.
Well-developed interpersonal skills.
Ability to set and achieve high standards of performance.
Demonstrated ability to function in a fast-paced environment handling multiple assignments within established guidelines and time constraints.
Proven ability to provide support to staff and delegate job duties.
Knowledge of Microsoft Office to include Word and Excel.
DUTIES AND RESPONSIBILITIES
Answers incoming calls on a multi-line phone system. Satisfies and resolves incoming guest opportunities.
Determines the purpose of calls and forwards them to the appropriate personnel or department if necessary.
Expedites internal or external customer requests by utilizing handheld radio or calling to contact the appropriate department or Team Member.
Maintains a working knowledge of all promotions and special events in order to effectively explain to Guests.
Instructs Guests on gameplay, basic rules and guidelines; costs, and jackpot payout information.
Provides information to Guests on casino amenities, services offered, restaurants, entertainment, and special promotions
Provide geographical directions to callers.
Updates call logs pertaining to specific departments requested to be tracked by management.
Assists Guests in booking and confirming online reservations for F&B outlets.
Assists in other clerical duties and support functions as needed.
Provides Supervisor with daily shift reports.
Perform other duties as assigned to support the efficient operation of the department.
Requires normal, corrective vision range, the ability to see color, and the ability to distinguish letters, numbers, and symbols.
Ability to climb, bend, reach, walk, and stand for the duration of shift. Manual dexterity to operate job-related equipment.
Ability to push, pull, transport, and maneuver item weighing up to 35 lbs. with or without assistance.
Work is typically in an office environment; however, additional work areas may be unusually hot, cold, and/or noisy and may contain secondhand smoke. Tasks may be performed from a sitting or non-sitting position in a confined area. Team Members may be required to stand, walk, lift, reach, push, pull, and grasp. These tasks include the maintenance and care of the assigned areas. Work may entail constant contact with fellow Team Members, Management, Vendors, and Guests. High volume and fast-paced environment with frequent interruptions.
DISCLAIMER AND CONDITIONS OF EMPLOYMENT
The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job. These statements are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.
All applicants must be able to demonstrate their US work authorization during the employment verification process. The pre-employment process also requires the ability to pass a criminal background investigation, and drug/alcohol test.
The Match-E-Be-Nash-She-Wish Band of Pottawatomi Indians abides by Native American preference in its hiring and employment policies.
Gun Lake Tribal Gaming Authority reserves the right to make changes to the above job description as necessary.
EMPLOYER BENEFITS AND COMPENSATION
Full-Time Insurance Benefits Include:
Part-Time Insurance Benefits Include:
All Team Members are eligible for:
•Paid Time Off
•Paid Break Periods
FREE Shift Meals
•Company match 401K