Job Description

Odawa Casino Resort

Job

JobTitle:GuestServicesSupervisor

ReportsToDirectorofMarketing

Department:Guest Services

MinimumPayRate:$20.00 per hour

PayrollCode:GSSP

Pay Grade:MRK4

CreationDate:07/29/2019

RevisionDate:01/01/2024

Responsible for supervising the operation of the Players Club program and Guest ServicesRepresentatives;assists withthedailyoperationsofthe MarketingDepartment.

PrimaryDuties &Responsibilities:

• MaintainknowledgeofallcurrentandupcomingpromotionsandeventsatOdawaCasinoResort.
• GreetallguestsandTeamMembersinafriendly,openmanner.
• Conductsoneselfinapositive andprofessionalmanner,actingasarolemodelforallTeamMembers.
• Providesconsistent,promptand courteous guestserviceatall timesunder anyconditions.
• Createsafriendly,comfortable and excitingatmosphereforourguests.
• Recognizeandgreet frequentguests.
• Assists with the execution of promotions, guest satisfaction and providing a positive work environmentwithactiveleadership.
• Assists with all activities of the Players Club, including new member enrollment, club functions, coupondistribution, card usage, direct mail program, issuing complimentaries and accuracy of information beingenteredintothePlayers Clubsystem.
• Assistswiththeresolutionofguestproblems/complaintsinan effectiveandcourteousmanner.
• Recommendmeritincreases,evaluates performance,creates andadjustsperformancestandards.
• Ensures proper staffing levels that provides high standard of service with minimum labor hours; managesstaff behavior and appearance to ensure compliance with established standards; ensures that allapplicablepersonnelpaperworkiscompletedandforwardedto HumanResource Department.
• Provides consistent, prompt and courteous guest service at all times under any conditions whilemaintaininga friendly,comfortableandexcitingatmosphere.
• Conducts a professional manner at all times and ensures all Team Members provide the same service andattitude; responsible for superior customer service by the Guest Services staff; addresses issues of GuestServicesstaffimmediately.
• Develops, maintains and implements a training regimen for Guest Services Representatives and all othersasassigned.
• Assists in preparation of monthly reports to include short- and long-term goals, summary of monthlyactivities.
• Accountable for properly training staff to protect the assets, integrity, and operation of Odawa CasinoResort.
• Attendallmeetingsasrequired.
• Completeallrequiredtrainingsatisfactorily.
• Maintainthehighest levelofconfidentialityatalltimes.
• Workatother propertiesasneeded.
• Performsallotherdutiesasassignedwithinthescopeofthe position.

SystemAccess:Synkros,FormsDatabase,MSOfficeSuite,ADP,ACWeb,andATS

Upholds Odawa Casino Mission statement in all aspects of position:

Mission:

Wecreate excitement andmemories.

Values:

Wecreate aculturethat provides:

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

MinimumQualifications:

• Must have a high School diploma or equivalent and two (2) years of hospitality industry relatedexperience, including one (1) year supervisory experience in this field, or an equivalent combination ofbotheducationandexperience.
• Musthave basicmathskills.
• Must read,write andspeakEnglishfluently.
• Goodorganizationalandcommunicationskillstoinclude verbalandwritten.
• Advancedtypingskillsrequired.
• Must be able to handle busy and stressful situations; presents knowledgeable decisions to guestsregarding explanation ofservices andtactfullyresolve disputes andothercomplaints.
• Maintainslinesofcommunicationwithotherdepartments.
• Attimes,willrequiresignificantstandingandspeaking.
• Musthavethe ability towork withlittleornosupervision.
• You may be required to pass a skills assessment test to determine if you meet the minimum qualificationsof theposition.
• Exposuretoasmoke-filledenvironmentwithloudandcontinual noiselevels.
• Must be flexible with shift and days off with ability to work overtime, weekends, holidays, specialevents,etc., asneeded.
• Must be able to obtain and maintain a gaming license in accordance to the regulations established by theLTBBGaming RegulatoryCommission and beabletoservein thepositionunderanyotherapplicablelaw.

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