SER Guest Relations Representative PT

Job Description

OPEN TO THE PUBLIC

SHIFT:2ND

WAGE: $14.00

POSTED DATES: 3/18/2024-3/28/24

Eligible Employer for Public Student Loan Forgiveness as a U.S. federal, state, local or tribal government

Position Summary:

• Under the supervision of the Guest Relations Supervisor, perform duties in the areas of Access Club, Box Office, Usher, Coat Check, Motor Coach, Guest Relations Call Center, and Promotions. Maintain the player database, adjust premium play and points, issue food coupons and offers, resolve disputes, and provide great guest service. Check bags and coats for guests and issue wheelchairs when requested. Greet incoming group buses and present with daily incentive package. Represent the property within all promotional events both on and off the property in a friendly and professional manner.

Essential Duties and Responsibilities:

• Explain the Access Club concept to casino guests and encourage membership.
• Enroll guests into the Soaring Eagle Casino Slots Access Club. Verify the number of points in individual club accounts.
• Print Access Club cards.
• Provide information on upcoming promotions and general casino information to the public.
• Issue paper comps for all internal SECR entertainment outlets (restaurants, concerts, and resort).
• Processes special reports for gaming commission, tribal law enforcement officials, and upper management. Assist the Slot department in evaluating guest eligibility for complimentaries.
• Assist in the settlement of guest disputes. Promote positive relations with casino guests.
• Assist in the implementation of special casino promotions. Process coupons issued by various departments.
• Assist with the implementation of the player-tracking program for all promotional events and "day" buses.
• Make change or exchange cash for ticket sale transactions. Post data to shift sheets.
• Reconcile till and calculate income and payout. Coordinate sales with external ticket vendor.
• Complete Box Office and telephone sales for all entertainment events.
• Assist guests to their seats for all entertainment events.
• Maintain a clear understanding of seating arrangements for various events.
• Assist handicapped guests to their seats as well as assist with any additional needs.
• Verify tickets for proper events, dates, and location. Report any discrepancies to the proper management.
• Place guest coats and belongings in numerical order by tag number; retrieve guest coats, belongings, and ensure claim number matches the number on tags.
• Maintain organization of tags and Coat Check stock.
• Assist with greeting motor coaches and busses both indoors and outdoors. Communicate to the guests the incentives that are included with their bus trip.
• Speak in front of bus groups of up to 60 guests.
• Keep an accurate record of coupon inventory. Maintain and distribute verification slips.
• Answer all internal and external calls directed to Entertainment/Marketing. Check messages and return all necessary calls.
• Serves as point of contact for direct mail piece offers.
• Run Promotional Drawing software and operate property`s promotional drawing.
• Maintain Slot Tournament software and operate property`s slot tournaments.
• Distribute promotional offers.
• Make all promotional announcements via microphone. Collect and document all necessary tax information from winning guests. Assist with the payout for winning guests.
• Provide excellent customer service for all internal and external customers of the operations at all times. Provide solutions for customer concerns and continually focus on customer service as our top priority.
• Must maintain strict confidentiality and present a positive, professional demeanor and image at all times.
• The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the supervisor. 

Contacts/Purpose of Contacts:

• Contact with Access Club and Box Office to assist in evaluating guest accounts, processing coupons, assisting in guest disputes, processing special reports, and offering special casino promotions.
• Contact with casino guests when enrolling them in the Access Club, performing ticket sales in the box office, or providing any other general casino information, verifying points, and when handling tickets sales.
• Contact with guests when directing them or assisting them when working events and bus greeting at the Soaring Eagle Casino and Resort.
• Contact with departmental contacts in-order to communicate business operational needs.
• Contact with Coat Check guests by greeting, receiving coats, issuing and retrieving wheelchairs, and assisting guests with general questions.
• Contact with Motor Coach guests when greeting motor coaches and buses.
• Contact with Guest Relations Call Center guests through telephone.
• Contact with guests and other departments for promotional events. 

Knowledge, Skills, and Abilities:

• Knowledge of modern office practices, procedures, and equipment.
• Knowledge of business English, proper spelling, grammar, punctuation, and basic arithmetic.
• Knowledge of principles and practices of public relations, promotions, and marketing in a customer service-oriented environment.
• Knowledge of computer utilization in marketing/business operations.
• Skill in operating business computers and office machines, including in a Windows environment, specifically Word, Excel, Access, and PowerPoint.
• Skill in customer relations and strong communication skills.
• Ability to write reports and business correspondence.
• Ability to communicate efficiently both verbally and in writing.
• Ability to apply basic mathematical skills.
• Ability to interpret a variety of instructions furnished in written and oral form.

Physical Demands:

• Frequent use of hands, wrists, fingers associated with computer operation.
• Frequent standing for long periods of time.
• Frequent walking throughout Casino and Resort.
• Required to sit and walk.
• Ability to talk and hear.
• Occasionally lift/move up to 20 pounds.

Work Environment:

• Frequent walking and standing in a smoking environment and contact with the general public. Constant visual stimulation via neon lights on slot machines, repeatedly changing machine video screens, static or flashing signs throughout the casino, and constant machine and crowd noise.
• Exposure to loud noise levels during events.
• Must possess sufficient stamina to work under all types of weather conditions including extreme hot/cold and to lift, carry, push, or pull a variety of tools, equipment, and materials.
• Extended hours and irregular shifts may be required.

Job Requirements

• Must be at least 18 years of age.
• Must be able to work weekends, holidays, emergency shifts, and rotating schedules.
• Must be able to obtain and maintain a gaming license to meet the employment eligibility requirements as they pertain to the position.

Desired Qualifications:

• High School Diploma or GED.
• Experience in guest service, special events, promotions, and or cash handling.

License, Certification, or Special Requirements:

• Native American preference shall apply to all positions.