Guest Relations Specialist

Description:

Potawatomi Hotel & Casino (PH&C), owned by the Forest County Potawatomi tribe, is one of the most comprehensive, state-of-the-art entertainment properties in the Midwest, including slot machines, table games, poker tables, bingo, off-track-betting, a theater, event center, award-winning restaurants, full-service catering, and a luxury hotel, with a variety of business meeting and special occasion venues. In addition to being the premier entertainment destination in the Midwest, PH&C sets the bar high for responsible citizenship through its dedication to charitable giving, responsible gambling, and sustainability.

PH&C operates on growth-oriented Mission, Vision, and Values statements that emphasize providing opportunities, being the premier entertainment destination in the Midwest, and most importantly, acting with integrity in everything that we do. While carrying out the job duties listed below, the Guest Relations Specialist contributes to our continued business success by providing unsurpassed guest service, personal, and professional dedication to our Mission, Vision, and Values, and demonstrating a high level of integrity and ethical standards.

Principal Duties and Responsibilities (*Essential Functions)

*Administer and maintain the Customer Relationship Management program to support company image, strategies, and initiatives to promote guest satisfaction and loyalty. Provide timely updates, summary reports, and service enhancement recommendations to department and senior leadership.
*Ensure timely resolution of guest issues by implementing effective communication, investigation, resolution, and response techniques. Extend complimentary services within the guidelines established by management as appropriate.
*Maintain accurate records of guest incidents and conduct detailed, thorough investigations to resolve guest concerns. Assure that each guest receives a timely, accurate, consistent, and positive response from PH&C.
*Develop and maintain ongoing, interactive working relationships with PH&C departments to ensure full support and collaboration in regards to service strategies and objectives.
*Implement, support, and administer the Problem Gambling initiative and Ride Assistance Program to enhance awareness and responsibility, direct guests and their families to appropriate resources, protect guest wellbeing and safety, and minimize liability to PH&C.
Assist in coordinating and conducting customer service training for team members, including attending department shift meetings to review, update, and deliver information regarding the Problem Gambling and Ride Assistance programs, along with departmental relationship building strategies.
Perform job duties in full compliance with departmental Internal Controls, policies, procedures, and regulations.
Perform other duties as assigned.

Requirements:

A high school diploma or equivalent and 2 years of related experience in an organization of similar size are required. An Associate's degree can take the place of 1 year experience. Experience in the gaming industry is preferred.
Must be able to demonstrate the ability to write professional business correspondence.
Office skills must include the ability to use standard office equipment, intermediate knowledge of Microsoft Excel, and basic knowledge of other Microsoft Office software. Experience with casino management systems, hotel reservations systems and dispute tracking software (preferable GuestWare) preferred.
The ability to maintain discretion in handling confidential information.
The ability to interact with stakeholders of all levels and understand the interests of multiple stakeholders and how those interests relate to Potawatomi Hotel & Casino (PH&C) and its goals. The ability to draft professional correspondence.
The ability to work irregular hours and extended shifts including late nights, early mornings, weekends, and holidays.
While performing the duties of this job, the team member must be able to move freely throughout the property and operate a personal computer. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Working Conditions
The noise level is usually moderate. When on the casino floor, the noise level increases. The facility is not smoke free.

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all qualifications, responsibilities, duties, and skills required.

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