6131 Telegraph Rd, Commerce, CA 90040, USA Req #2640
Thursday, October 17, 2024
Commerce Casino is the world's largest card casino offering more than 200 tables.
Established in 1983, the casino values its staff of over 2,500 employees and is proud to be known as "Where the World Comes to Play." Commerce Casino offers a comprehensive benefits package to include medical, dental, vision, life, flexible spending accounts, 401(k), vacation time, and much more!
PRIMARY JOB FUNCTIONSThe Guest Services Lead position will be responsible for leading the day-to-day operations of the Guest Services Desk Teams.
The purpose of this role is to support, assist with training, and oversee service excellence in these designated areas with the highest standards and property compliance in mind.
Player Profiles, Rewards, Redemption Resolution, and Recognition are always top priorities.
The Lead will work hand in hand with all associated departments such as Guest Services, Marketing, and Casino Operations.
The Guest Services Desk Lead will be the key location for guests to receive all information regarding onsite promotions, player programming, safety or security policies, food and beverage outlets, gaming options, services, and amenities.
Essential Duties and ResponsibilitiesWork as a lead team member to grow revenue and income managed by the Casino and Marketing teams.Develop one-on-one relationships with Guest Services Desk Teams and provide exceptional service training to cultivate and maintain consistency throughout daily operations.Ensure that all guests are dealt with in an efficient and courteous manner.
Resolve complaints and issues effectively while escalating concerns as appropriate.Must have knowledge of, and be able to communicate, games offered by the casino, current marketing events, promotions, and programs along with benefits and privileges of using the player card.Support and assist in promoting new Player Card enrollments.Use sound judgment and make decisions in accordance with established comp and expense guidelines.Perform other related duties as required by Guest Services department, Marketing, Sales, Casino Services, and Business development.Actively promote and use the company's core values to lead by example when interacting with employees and guests.Responsible for maintaining the Commerce Casino and Hotel standards of service with guests, vendors, and coworkers.Oversee the Guest Services Desk to maintain player stay and gaming preferences, special requests, and complete guest profiles.Responsible for overseeing all aspects of player satisfaction, from arrival to departure.Lead the Guest Services Desk team to ensure a high level of guest service is always provided.In collaboration with the Guest Experience Leadership Team, develop and implement strategies to ensure guest satisfaction throughout all gaming areas and create a positive and welcoming atmosphere.Assist with training and mentoring Guest Services Desk team on company policies, procedures, and service standards.Assist Guest Experience Leadership with monitoring and maintaining guest feedback and reviews, taking necessary actions to address any issues and improve overall satisfaction.Collaborate with other departments to ensure a seamless and efficient guest experience.Maintain accurate records and reports related to player profiles, guest requests, complaints, marketing promotion redemptions, rewards, and recognition programs.Handle any escalated guest complaints or issues in a timely and professional manner.Stay updated on industry trends and best practices to continuously improve guest services ratings and player retention.Conduct regular performance evaluations for Guest Services Desk staff and provide feedback for improvement to Guest Experience Leadership Team.Participate in recruitment, hiring, and training of new Guest Services Desk team members.QUALIFICATIONSWork Experience Required: Minimum 3-4 years' experience in the hospitality industry.
Education: Minimum High School Diploma or equivalent, combination of work experience and education.
Knowledge Required: General knowledge of computers, printers, scanning, Microsoft Windows, office, excel, reporting, money transactions, email and telephone etiquette.
OTHER REQUIREMENTSMust be able to speak, read, and understand English.
Bilingual (Spanish, Mandarin, Korean, or Vietnamese) is a plus.Excellent verbal, written, and interpersonal skills.Ability to stand and walk the entire shift excluding breaks and meal periods.Able to lift over 45 lbs.
and perform other physical duties.Must demonstrate a positive, welcoming, friendly, and enthusiastic approach to all tasks.Outstanding work performance, reliability of task completion, attendance, and punctuality.Must be able and willing to work a flexible schedule, including evenings, weekends, and holidays.Must be clean, well-groomed, and have a professional appearance including uniform or business attire.Two (2) years of previous experience as a Concierge, VIP ambassador, or Casino host preferred.Technical capacity: Basic knowledge of Property Management System, Player Management Program, F&B Order programs, Work order systems, and safety/emergency training.Must have a Gaming License (or the ability to obtain and maintain a license) as a requirement for this position.
#J-18808-Ljbffr