Lead Guest Service Agent - 24-0037

SUMMARY: Assists Guest Service Supervisor for Front of the House (FOH).
Trains, develops skills, and assists Guest Service Agents.
Assist and do what you and your department can to create a fun, exciting entertainment experience for our guests and engaging, inclusive, supportive work environment for our team members.
MINIMUM NECESSARY QUALIFICATIONS: Education: High school diploma or GED Experience: 2 years’ hospitality experience in hotel with working knowledge of hotel front desk operations Working knowledge of inventory control and retail experience preferred Experience working with a Tribally run casino and/or resort preferred A documented and verifiable combination of education and experience may be substituted for degree requirements.
Age Requirement: At least 21 years of age SKILLS AND ABILITIS: Strong computer skills with experience in word processing, databases, and spreadsheets Strong organizational, written, and verbal communication skills Guest service, interpersonal and teamwork skills necessary to maintain quality service delivery Accurate and detail-oriented Strong problem-solving skills Maintain high confidentiality Independently manage multiple tasks in a professional manner Ability to work independently with minimal supervision Ability to work cooperatively with all departments Ability to manage extensive amounts of paperwork Ability to operate most office equipment (computer, fax, copier, etc) Ability to demonstrate basic math skills CONDITIONS OF EMPLOYMENT: Conditions of employment with Little River Casino Resort include passing a pre-employment drug test excluding marijuana, passing Resorts background check to meet the employment eligibility requirements as they pertain to the position and successfully completing a 90-day introductory period.
Individual must not have been charged or released from employment or involved in anything which could be considered a liability to the Resort, e.
g.
harassment, theft, violence, or integrity issues.
Knowledge, Competences, and Talents: Accountable - Accept responsibility and account for actions Collaborate - Ability to work with team members and management team to improve the gaming environment and continue to create a fun and exciting entertainment culture for our guests Communication – Clearly, concisely, and professionally use verbal and written skills with guests, team members, management team and vendors Guest Orientation - Establishes and maintains long-term guest relationships, building trust and respect by consistently meeting and exceeding expectations in a professional and ethical manner Confidential - Will maintain and abide to the highest standards of confidentiality pertaining to team member, department, LRCR, and guest information Detail Oriented – Ability to pay attention to the minute details of a given project or task Diversity – Work effectively with people regardless of their age, gender, race, ethnicity, religion, or job type Emotional Intelligence - Able to keep your emotional intelligence skills present and accessible, including thought and emotion control, emotional barriers, a flexible mindset and be conscious of and in alignment with the organization's core values Empathetic – Appreciates and sensitive to the feelings of others Ethical - Demonstrates conduct conforming to the highest-level set of values and accepted standards Interpersonal skills - Able to work effectively with guests, team members, management team, and vendors Judgment - Makes well-reasoned and timely decisions based on careful, objective review and informed data Organized – Possesses the trait of being organized and follows a systematic method of performing a task PC skills - Demonstrates proficiency in PC hardware, software and applications as required Policies & Procedures - Demonstrates thorough, accurate, working knowledge and supportive attitude of all organizational policies, procedures, guidelines, and systems Problem Solving – Understands and identifies existing and potential departmental problems / issues by obtaining relevant input, information and data and objectively evaluates and develops recommendations, develops, and evaluates alternative course of action, selects correct course, and follows up Professional Attitude – Value, motivate and appreciate each individual you interact with in your office, your department(s), the Casino, the community and all of our guests Reliable – Is dependable and trustworthy Respectful and Honest / Acts with Integrity - Is truthful and credible in the workplace with team members, management team, guests, and vendors ESSENTIAL DUTIES AND RESPONSIBILITIES: Assists supervisor in addressing guest issues pertaining to Hotel Operations.
Assists in training and developing of all hotel front of the house (FOH) positions.
Assists all areas during high volume of traffic in/out of the hotel, both FOH/Back of the House (BOH).
Assists with work scheduling of Hotel FOH positions.
Assists in managing daily room/site inventory and rate structures and selling techniques to rooms/sites and promotes other services.
Assists in maintaining communication channels between supervisors and guest service agents.
Provides outstanding guest service to all guests, both internal and external.
Operates computer point of sale system, property management system and provide accurate accounting according to policies and procedures.
Assists in maintaining Hotel policies & procedures.
Assists in planning monthly meetings including creating agendas and scribing minutes.
Assists in stocking supplies, merchandise and keeps all areas tidy and neat.
Assists and maintains appropriate inventory levels of merchandise.
Maintains familiarity with the Manistee area.
Must satisfactorily complete all training assigned by the Resort.
Must adhere to the safety rules and regulations of the Little River Casino Resort and of the Hotel Department.
Other duties as assigned.
PHYSICAL DEMANDS: While performing the duties of this job, the team member may be required to frequently stand, walk, sit, bend, twist, talk, hear, and perform repetitive motions.
Must have manual dexterity necessary to manipulate computer equipment.
Must be able to walk, sit, and/or stand for periods of up to 4 hours.
Must be able to perform repetitive hand and wrist motions.
Must have a good sense of balance and be able to bend and kneel.
The team member must occasionally be able to push, pull, grasp, lift and/or move up to 35 pounds occasionally.
Any lifting and/or moving over 50 pounds needs to be done in a team lift.
Specific vision abilities required by this job include reading, document, computer, distance, and color vision.
Talking and hearing are essential to communicate with team members, vendors, and guests in individual, department, small and/or large group meetings.
Communication in face-to-face discussions, telephone, emails, and other electronic ways required.
Must be able to operate computer equipment for extended periods of time.
WORKING ENVIRONMENT: A working environment is the setting, social features, and physical conditions in which a job is performed.
The general working environment for the Resort is office, gaming floor, food outlet, hotel and convention/entertainment center including flashing lights, frequent loud noises, and a smoke-filled environment.
Must be flexible with work schedule for any hours and/or shift, as assigned, according to business needs.
Occasional overtime required.
Occasionally must deal with angry or hostile individuals.
Extensive computer use.
High volume direct public contact.
DISCLAIMER OF EMPLOYMENT: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job description.
It shall govern all positions as defined in the Team Member Handbook.
They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.
All Little River Casino Resort Team Members are responsible to ensure they are in compliance with Little River Casino Resort Policies and Tribal Gaming Regulations.
ACKNOWLEDGMENT: I have reviewed the content and description of the above listed position and have been provided a copy of the description.
I certify that I am able to perform the essential functions of this position as outlined in this description, with or without reasonable accommodation.