Job Description

Odawa Casino Resort

Job Title:Guest Services Representative-Mackinaw

Reports ToDirector of Marketing

Department:Mackinaw Players Club

Pay Rate:$16.50 per hour

Job Code:MGSREP

Date Written:06/01/2020

Last Update:01/29/2026

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 and Responsibilities:

• 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.
• Maintain knowledge of all current and upcoming promotions and events at Odawa Casino Resort.
• Works with bus groups by completing bus manifests, greeting incoming buses and assisting with departing buses.
• Recognizes and greets frequent guests.
• Greet all guests with professionalism and a friendly smile
• Creates a friendly, comfortable and exciting atmosphere for all our guests.
• Provides consistent, prompt and courteous guest service at all times under any conditions.
• Conducts oneself in a positive and professional manner, acting as a role model for all Team Members.
• Creates a fun and exciting atmosphere, in a professional and polite manner, by making overhead announcements of birthdays, paging requests and winner announcements.
• Assists the Executive Casino Host including issuing and explaining complimentary offers and working from VIP service areas.
• Assists the Marketing staff with special promotions when necessary.
• Assists the 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.
• Acts immediately on any guest complaint to ensure that corrections are made and that 100% satisfaction guarantee invocations are made.
• When unable to handle a complaint, calls supervisor or shift manager, in order to resolve issues in a professional manner.
• 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.
• Maintains a clean, organized, safe and comfortable work environment for employees and guests.
• Solicits guest feedback by direct interaction and comment cards.
• Attend all meetings as required.
• Complete all required training satisfactorily.
• Maintain the highest level of confidentiality at all times.
• Work at other properties as needed.
• Performs all other duties as assigned within the scope of the position.

Systems Access: Synkros and Microsoft Office

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.

Minimum Qualifications:

• Must have a high school diploma or equivalent.
• 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 computer literate and familiar with Microsoft Office.
• Must be able to handle busy periods during peak service times.
• Must be able to stand or walk for long periods of time.
• Must read, write and speak English fluently.
• Must have basic math skills.
• Must be able to bend, kneel and reach.
• Use of hands, wrists, and fingers associated with computer usage.
• Must be flexible with shift and days off with the ability to work overtime, weekends, holidays, special events, etc., as needed.
• Exposure to loud, continuous noise levels and a smoke-filled environment.
• You may be required to pass a skills assessment test to determine if you meet the minimum qualifications of the position.
• 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.

Preference: Applies to Native Americans in accordance with applicable tribal law.