JOB SUMMARY:

Responsible for providing service to guests while maintaining a positive demeanor and pleasant attitude at all times.

MINIMUM REQUIREMENTS TO QUALIFICATIONS:

• Must have High School Diploma or GED.
• Guest Service experience, preferred.
• Basic computer skills, required.
• Strong communication skills in English both written and oral. Spanish or other language skills a plus.

SKILLS AND ABILITIES:

• Ability to work independently with minimal supervision.
• Ability to maintain effective relationships with the General Manager, Directors, Managers and all staff.
• Ability to work under pressure in a fast paced, stressful environment.
• Ability to meet multiple deadlines and multi-task.
• Ability to have strong critical thinking, analytical and guest service skills.
• Must possess a positive attitude with strong organizational and leadership qualities.
• Ability to add, subtract, multiply and divide in all units of measure.
• Ability to define problems, collect data, establish facts and draw conclusions.
• Ability to understand complex instructions and material.
• Ability to establish and maintain professional relationships with individuals of varying social and cultural backgrounds and with co-workers of all levels.
• Ability to work effectively with individuals and demonstrate leadership and team building skills with empathy and enthusiasm.
• Ability to maintain confidentiality.
• Ability to follow and comply with established Casino guest service programs.

• Ensure compliance with the applicable Tribal, Federal and other laws and gaming regulations and Kickapoo Lucky Eagle policies and procedures.
• Ensure the highest possible standards of guest services by properly listening and responding to guest and team member concerns and questions.
• Provide direction, assistance, and/or information as may be required to ensure guest satisfaction.
• Maintain a working knowledge of the property, food venues, current and upcoming special events and promotions.
• Maintain general awareness of gaming operations at all times and comply with security policies and procedures in order to secure company assets.
• Report technical problems of gaming machines to a gaming technician or supervisor so they can be repaired quickly.
• Enroll guests into the Players Club program and explain the benefits of the different tiers.
• Assist guests with inquiries regarding club membership and promotions.
• Assist guests with usage of the enrollment and promotional kiosks.
• Assist guests in need of accessing lucky bucks or converting points.
• Assist guests with point redemption and purchase of merchandise at Players Club.
• Answer and transfer incoming calls.
• Work special events and promotions with integrity.
• Demonstrate and promote KLECH core values and MAD skills.
• Manage and maintain security of confidential information entrusted to position.
• Attend and satisfactorily complete all required training as assigned.
• Monitor compliance with Federal currency transaction reporting requirements, Title 31 requirements and IRS Currency Transaction Reports and property established Anti-Money Laundering policies. Maintain accurate MTL, MIL, CTR and SAR as needed.
• The essential functions listed above are not an all-inclusive list but rather a general representation of the duties and responsibilities pertinent to this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the Director.
• Perform other duties as assigned.