Guest Services Manager

Grand Portage Lodge and Casino; Grand Portage (MN); On-site; USD 20,000 - 29,000; Full time

Job summary

Grand Portage Lodge and Casino in Grand Portage, MN, is seeking a Guest Services Supervisor to lead and coordinate the Guest Services team, ensure friendly, professional customer interactions, and uphold casino quality standards.

The role includes preparing work schedules, handling inquiries and complaints, enrolling new Portage Players Club members, processing refunds or adjustments, and guiding staff to deliver consistent service.

Qualifications

• Supervise and coordinate activities of Guest Services.
• Interact with customers to provide information and resolve complaints.
• Prepare work schedules for operations personnel.

Responsibilities

• Supervises and coordinates activities and personnel of Guest Services.
• Interacts with customers to provide information and resolve complaints.
• Prepares work schedules for operations personnel.
• Enroll new Portage Players Club members.
• Confer with customers to provide information about promotions, products, services and coupons.
• Resolve customer service problems and adjust rewards as needed.
• Refer unresolved grievances to Supervisor or Floor Manager.
• Directly supervises all Guest Service Representatives including hiring and training.

Skills

Guest services

Staff supervision

Customer interaction

Job description

• Location 70 Casino Dr,Grand Portage, MN, 55605-3080,United States
• Base Pay $17.94 / Hour
• Employee Type FT HOURLY
• Manage Others Yes

Contact information

• Name Human Resources
• Phone [phone]
• Email [e-mail]

Description

Supervises and coordinates activities and personnel of Guest Services. Interacts with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. Directly responsible to execute all policies and orders issued by management and any other job related duties as may be assigned by the Marketing Manager.

Prepares work schedules and assigns duties to operations personnel to ensure efficient operation of the department.

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 in order 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 performing activities such as 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 if Supervisor is not available to Floor Manager for further investigation.

Put Portage Players Club survey data into guest accounts, make change of address to Portage Players Club records, and issue vouchers, using computers.

Obtain and examine all relevant information to assess validity of cash rewards and coupons and to determine possible causes, such as player fraud.

Solicit sale of new or additional services, promotions, products, and gaming system.

Directly supervises all Guest Service Representatives – Including but not limited to hiring, training, appraising performance and employee discipline.