Guest Services Champion - Club & Rewards

Grand Portage Lodge and Casino; Grand Portage (MN); On-site; USD 17,000 - 24,000; Full time

Job summary

Grand Portage Lodge and Casino is seeking staff to interact with customers, provide information about products and services, and handle and resolve complaints at the Grand Portage location.

The role includes enrolling new Portage Players Club members, advising on promotions and services, processing orders or account changes, and investigating customer issues with the help of supervisors as needed. The position is full-time, on-site, with base pay plus tips.

Responsibilities

• Interact with customers to provide information about products and services and to handle and resolve complaints.
• Enroll new members into Portage Players Club using the new member’s correct form of personal identification.
• Confer with customers by telephone or in person to provide information about promotions, products, services and coupons, to take orders or cancel accounts, or to obtain details of complaints.
• Resolve customers' service or point complaints by exchanging merchandise, refunding money, and adjusting points.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
• Refer unresolved customer grievances to Supervisor or Floor Manager for further investigation.
• Enter Portage Players Club survey data into guest accounts, update records, and issue cash vouchers.
• Obtain and examine all relevant information to assess validity of rewards and coupons and determine causes such as player fraud.
• Solicit sale of new or additional services, promotions, products, and gaming system.

Job description

Grand Portage Lodge and Casino is seeking staff to interact with customers, provide information about products and services, and handle and resolve complaints at the Grand Portage location.

The role includes enrolling new Portage Players Club members, advising on promotions and services, processing orders or account changes, and investigating customer issues with the help of supervisors as needed. The position is full-time, on-site, with base pay plus tips.