Lead Guest Services Agent

at  River Cree Resort Casino

Overview:
Serve our guests in accordance with Resort Standards of Guest Services in a gracious and professional manner. Take pride in all facets of service, quality, timeliness, appearance and cleanliness. Show initiative and take immediate steps to correct any service shortfalls to ensure complete guest satisfaction, whether inside or outside your department.
Responsibilities:

GUEST SATISFACTION

• Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.
• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints seeking assistance from supervisor as necessary.
• Empowers associates to provide excellent customer service within guidelines.
• Observes service behaviors of associates and provides feedback to individuals; continuously strives to improve service performance.
• Assists in the review of comment cards and guest satisfaction results with associates.
• Familiarizes self with convention resumes to verify the requests and requirements of the planner are being met.

HUMAN RESOURCES

• Participates as needed in the interviewing and hiring of Front Office associate team members with the appropriate skills.
• Uses all available on the job training tools for associates; supervises on-going training initiatives and conducts training when appropriate.
• Communicates performance expectations associates in accordance with job descriptions for each position.
• Assists in the associate performance appraisal process, giving feedback to Guest Services Supervisors on individual associate performance issues.
• Coaches, counsels and encourages associates. Assist supervisors in preparing documents for associate progressive disciplinary procedures as required.
• Handles associate questions and concerns.
• Participates in an ongoing associate recognition program.

Please refer the Job description for details