Job Description

Provides general leadership and work direction of department team members, including but not limited to 1) organizing and assigning work; 2) prioritizing workload and assignments to ensure orderly and efficient completion by department employees; 3) directing department employees in the successful completion of assigned work; 4) enforcement of department and company rules; 5) instructing and training department employees in the successful performance of their duties and 6) other leadership and work direction duties as assigned by Supervison. Lead Persons do not perform supervisory tasks such as scheduling, discipline, performance reviews, hiring or terminations; although they may provide input to supervisors regarding such matters.

(The following statements are intended as general illustrations of the work in this job class and are not all inclusive for this position.)

1. Provides superior customer service, positively affects interactions with guest and team members, and has the resiliency to deal with difficult guests in all types of business conditions and the ability to work harmoniously with team.
2. Responsible for actively building and retaining guest relations and acts as a mentor to team members in order to provide superior guest service.
3. Works in cooperation with the departments in ensuring guests feel welcome and comfortable; works closely with Casino Host team to ensure superior guest satisfaction.
4. Greets guests in a courteous and friendly manner; and explains amenities and features.
5. Responsible for resolving guest service issues, concerns, or problems to ensure optimal guest satisfaction.
6. Participates in marketing promotional activities.
7. Participates in training team members to ensure adequate training, skills and resources are in place to perform job functions.
8. Provides information on all aspects of Horseshoe St. Louis services and facilities to guests and assists guests with room and dinner reservations, as well as coordinates external local activities.
9. Performs other duties as assigned by management. Must be flexible to work evenings, weekends, and holidays as business demands.

• Ability to obtain and maintain a valid gaming license
• Effective written and verbal communication skills
• Proficient in Microsoft Excel and Word
• Strong strategic and analytical skills.
• Excellent guest service skills.
• Understanding of property and department policies and procedures.
• Thorough knowledge of player-tracking system(s) and comprehension of actual and theoretical player value.

These skills and abilities are typically acquired through a high school education or equivalent and a minimum of two to three years of administering and communicating casino player-tracking program(s).