Job Overview
Employment Type
Full-time
Compensation
Type:
Hourly
Rate:
Exact $25.00
Work Schedule
Rotating Shifts
Weekend Shifts
Night Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Professional development opportunities
Paid holidays
Job Description
Angel Of The Winds Casino Resort is a premier gaming and entertainment destination known for its commitment to exceptional guest service and vibrant casino experience. Situated in a dynamic and welcoming environment, the Resort prides itself on its strong company values of being welcoming, engaged, accountable, centered on customer experience, and fostering a cohesive team atmosphere. This commitment reflects in every interaction with guests and team members alike, promoting a culture that values professionalism, courtesy, and a positive attitude. The Resort operates in a fast-paced setting that combines the excitement of gaming with quality hospitality services, providing a full spectrum... Show More
Job Requirements
- Must be able to obtain and maintain a Class A/3 gaming license from the Stillaguamish Tribal Gaming Agency and Washington State
- ability to follow directions with minimal supervision
- proven intermediate skills in Windows, MS Office Programs (Word, PowerPoint, Excel), and experience with database systems
- ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals
- ability to work in a challenging environment dealing with sensitive issues and maintain confidentiality with strong attention to detail and excellent problem solving, organizational, and time management skills
- ability to maintain professional, courteous, and effective working relationships with all levels of the organization and outside business contacts
- high call volume or multi-line phone data entry/typing skills are strongly preferred
- ability to interact positively with guests and solve guest problems
- ability to assist in establishing procedures for the effective implementation of the Guest Services Manager's directives
- ability to work nights, weekends, and holidays as required
- work hours are determined by 24-hour schedule and are subject to change
Job Qualifications
- Exceptional guest service skills required
- casino experience preferred
- minimum of two years' supervisory experience and/or training or equivalent combination of education and experience
- previous hospitality, retail and/or event planning experience preferred
- exceptional organizational, communication, leadership and interpersonal skills
- ability to assist in establishing procedures for the effective implementation of the Guest Services Manager's directives
- skills in identifying and resolving administrative problems under pressure conditions
- must have strong customer service skills and a background in telemarketing, room reservations, VIP services or casino services preferred
- knowledge of proper telephone etiquette
- must be customer service oriented and have excellent verbal and written communication skills with the ability to multi-task and work independently
- ability to maintain professional, courteous, and effective working relationships with all levels of the organization and outside business contacts
- proven intermediate skills in Windows, MS Office Programs (Word, PowerPoint, Excel), and experience with database systems
- ability to prepare reports, correspondence, charts, forms and other information and instructions
Job Duties
- Supervises and implements promotions, preferred player events and other casino events or promotions
- interacts with guests to increase awareness of the Players Club and other casino promotions
- monitors activity to ensure guest satisfaction and adherence to applicable policies, rules, and regulations
- oversees event ticket sales in accordance with gaming regulations and internal control standards
- provides input and assists in the planning and development of gaming promotions
- assists in specialized services to tour groups and VIP guests
- assists with evacuation plans and routes
- manages priorities and assignments of staff, including shift coverage and work schedules for Players Club and Event Coordinators
- handles complaints and refers unresolved issues to immediate manager
- conducts job applicant interviews and assists with the hiring of new staff
- evaluates staff performance and rewards or disciplines staff as necessary
- coaches, counsels and assists in career development of staff in the areas of guest service, hospitality, policies and procedures
- maintains a high level of professionalism, teamwork, and competence in the staff
- assists in assessing, creating, and implementing staff training programs
- assists with monitoring and making recommendations for the adjustment of staffing levels
- contributes in staff meetings of operations personnel, or confers with subordinate personnel to discuss operations problems or explain procedural changes or practices
- participates in formulating and administrating company policies and developing long-range goals and objectives for the Guest Services Department
- accurately completes paperwork and maintains logs
- assists gaming and other departments as needed
- monitors Players Club areas for minimal accidents and incident reports
- work hours are determined by 24-hour schedule and are subject to change
- ensures compliance with Tribal, State, Federal, and NIGC regulations
- ensures control/protection of company assets
- work nights, weekends and holidays as required
- performs other duties as assigned
- oversees and assists all activities of the Players Club/Call Center
- helps hire and develop staff in the areas of Core Values, customer service, hospitality and policies and procedures
- oversee the daily process to ensure guest satisfaction by consistent delivery of both product quality and service in a prompt and courteous manner
- serves as a first point of contact for internal and external guests
- greets all phone contacts with a pleasant and helpful demeanor as the voice of Angel Of The Winds Casino Resort
- answers and directs incoming calls to appropriate individuals and/or departments
- takes reservations along with other requests from Casino and Hotel guests
- remains up to date on Casino promotions, events, Club benefits, and Food & Beverage offerings
- upholds the Resort's commitment to hospitality
- performs outbound calls to guests to confirm reservations while informing the guest of any current promotions
- uses persuasive selling techniques to sell rooms and to promote other services of the hotel and casino
- maintain patience and composure while exemplifying excellent guest service with upset, angry, and/or frustrated guests using compassion and empathy
- partners and helps resolves unusual occurrences or requests
- respects guest privacy and maintains confidentiality
- acts as a backup for the Player Development Team and will issue comps based on play
- creates, implements, and executes casino promotions
- communicates with all departments regarding all casino events and promotions
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
We didn't receive the exact location for this job posting,
please contact the employer.
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