Lead Guest Services Representative (FT) - Gold Strike - Cherokee Nation Entertainment : Job Details

Job DescriptionPRIMARY PURPOSE:Lead the Guest Services department activities to ensure superior guest service.ResponsibilitiesPRINCIPAL DUTIES AND RESPONSIBILITIES:• Leads and directs a team of Guest Services Representatives.• Responsible for quantitative and qualitative performance by the agent.• Assists with service recovery and problem resolution process for escalated guest issues.• Provides information to the department on property functions and facilities.• Assists Guest Service Representatives, as needed, with transactional and customer processes, including incoming and outgoing calls, coordinating dispatch services, paging, and providing area and property information to and other special services requested by guests or administrative personnel.• Serves as a point of escalation in complex situations that requires additional department or guest attention.• Interacts closely with varying departments to ensure the most appropriate use of resources.• Uses provided observations and data to improve processes, products, or service offerings.• Performs other job-related duties as assigned.SUPERVISION: Lead and/or guide the work of other employees.QualificationsMINIMUM REQUIREMENTS:• High School Diploma or General Education Degree (GED).• One (1) year of lead/supervisory call center or hotel experience.PREFERRED:• Experience in a similar resort setting.KNOWLEDGE, SKILLS, AND ABILITIES:• Knowledge of PABX or multi-line phone.• Knowledge of Opera and HotSOS.• Knowledge of Microsoft Office products including office equipment such as telephone, copier, fax machine.• Excellent listening and judgment skills.• Excellent customer service skills and interpersonal skills to effectively communicate with all business contacts.• Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular attention to detail.• Ability to effectively communicate in English, in both written and verbal forms.• Ability to lead and mentor a team.• Ability to work under pressure.• Ability to read and write proficiently to evaluate reports, correspondence, and statistical information. • Ability to handle all situations calmly and professionally, while being aware of guests needs.• Ability to multi-task and work well in a fast-paced, team-oriented environment.WORKING CONDITIONS:Work may be performed in a variety of settings, including climate-controlled office settings and casino floors which includes exposure to second-hand smoke and crowd noise. This position may require strenuous physical activities and exposure to pipe, cigar, and/or cigarette smoking. An ability to work a flexible schedule, including extended hours, weekends, and holidays may also be required.