Job Description

Odawa Casino Resort

Job

JobTitle:GuestServicesRepresentative

ReportsToGuestServicesSupervisor

Department:Marketing

MinimumPayRate:$16.50 per hour

JobCode:GSREP

Pay Grade:MRK2

DateCreated:07/24/2004

LastUpdate:01/01/2024

Primary responsibilities include helping guests sign up for and utilize the benefits for Players Club,greetingandprocessinggroups andbuses,andassistingwithpromotionsandspecialevents.

PrimaryDutiesandResponsibilities:

• Conductsoneselfinapositive andprofessionalmanner,actingasarolemodelforallTeamMembers.
• GreetallGuestsandTeamMembersina friendly,openmanner.
• Providesconsistent,promptandcourteous guestserviceatall timesunder anyconditions.
• Recognizesandgreetsfrequentguests.
• Creates a fun and exciting atmosphere (in a professional and polite manner), by making overheadannouncementsof birthdays, pagingrequests andwinnerannouncements.
• MaintainsknowledgeofallcurrentandupcomingpromotionsandeventsatOdawaCasino Resort.
• Responsible for handling Players Club enrollment, account balance inquiries, redeeming and issuingvouchers and offers, looks up and issues direct mail offers and explanation of programs and events toGuests.
• ResponsiblefordataentryofnewPlayersClubenrollees.
• 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 incomingGuests,etc.
• Assists with the Casino Host department including issuing and explaining complimentary offers andworkingfromVIPserviceareas.
• Works with bus groups by completing bus manifests, greeting incoming buses and assisting with departingbuses.
• Assistsmarketingstaffonspecialpromotionswhennecessary.
• Acts immediately on any Guest complaint to ensure that corrections are made and that 100% satisfactionguarantee invocationsaremade.
• When unable to handle a complaint, calls Supervisor, Shift Manager or appropriate Marketing personnel,inordertoresolveissues ina professionalmanner.
• Assists Guests with jackpot wins, takes photographs, and attempts to get a release form signed so that thewinner’sinformationcanbeusedfor promotionalpurposes.
• SolicitsGuestfeedbackbydirectinteractionandcommentcards.
• Maintainsaclean,organized,safeandcomfortableworkenvironmentforemployeesandguests.
• Attendsrequireddepartmentmeetings.
• Completeallrequiredtrainingsatisfactorily.
• Maintainsthehighestlevelofconfidentialityatalltimes.
• Workatother propertiesasneeded.
• Performsallotherdutiesas assignedwithin thescopeoftheposition.

Systems:Synkros,MSOffice Suite

Upholds Odawa Casino Mission statement in all aspects of position:

Mission:

Wecreate excitement andmemories.

Values:

Wecreate aculturethat provides:

1. Afun,rewarding,safe,andconsistent environmentforourTeamMembers.
2. Awarmreception,welcomingenvironment,andfriendlyatmosphere.
3. Anoptimalentertainmentexperiencethroughexceptionalservice.
4. Support for the Waganakising Odawak values through Wisdom, Love, Respect, Bravery, Honesty,Humility,andTruth.
5. Acontribution and connectiontothecommunity.

MinimumQualifications:

• Must have ahighschool diplomaorequivalent
• Mustbecomputer literateand familiarwithMicrosoftOffice.
• Must possess the ability to establish priorities, work independently, handle and resolve problems andconflicts,etc.
• Must read,write andspeakEnglishfluently.
• Musthave basicmathskills.
• Excellent interpersonal, customer service, communication, team building and problem-solving skills arerequired.
• Mustbeable tohandle busyperiods during peakservicetimes.
• Mustbeabletostandorwalk forlongperiodsoftime.
• Must beableto bend,kneelandreach.
• Useofhands, wrists,andfingersassociatedwithcomputerusage.
• Must be flexible with shift and days off with ability to work overtime, weekends, holidays, special events,etc.,asneeded.
• You may be required to pass a skills assessment test to determine if you meet the minimum qualificationsof theposition.
• Exposuretoloud,continuous noiselevels and asmoke-filledenvironment.
• Must be able to obtain a gaming license in accordance to the regulations established by the LTBB GamingRegulatoryCommission and beabletoserveinthepositionunder any otherapplicablelaw.

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