Starting Wage: DOE

Company Standards

At Angel of the Winds Casino Resort, we require all Team Members to provide exceptional guest service with a positive and out-going attitude. We value all guests and Team Members through our guiding values; Welcoming, Engaged, Accountable, Customer Experience, and Team. We have a commitment to understand, define, and deliver what our guests want and represent our company by being professional and courteous to all.

Responsibilities

• Manages all aspects of the Players Club, Player Development, and Call Center (Reservations) departments to increase the level of guest service and operational efficiency across the property.
• Oversees daily operations of the Call Center including reservations management, ensuring accurate booking procedures, guest communication, and exceptional customer service standards are maintained.
• Manages staffing levels of the Players Club, Player Development, and Call Center departments. Helps hire and develop staff in the areas of Core Values, customer service, hospitality, reservations management, and policies and procedures.
• Creates and supports department SOP’s for Players Club, Player Development, and Call Center operations to ensure consistency, efficiency, and compliance with internal controls.
• Supervises and implements promotions, preferred player events, and other casino events or promotions.
• Ensures all hosted guests stay well informed of all special events, promotions, entertainment, and resort offerings through direct mail, social media, telemarketing, and outbound call center communications.
• Interacts with guests to increase awareness of the Players Club, resort amenities, and casino promotions.
• Monitors activity to ensure guest satisfaction and adherence to applicable policies, rules, and regulations.
• Responsible for the delivery of amenities to high-end level guests in accordance with established policies and procedures.
• Assists with development and implementation of special events and promotions and ensures that hosts and call center staff are scheduled properly to meet increased business demands.
• Oversees event ticket sales in accordance with gaming regulations and internal control standards.
• Responsible for generating and achieving specific revenue goals by developing new and existing high-end play.
• Ensures a maximum level of guest service and satisfaction with high-end guests is achieved and maintained.
• Develops new premium players by identifying their interests and encouraging a higher number of return trips through player events, personalized notes, follow-up phone calls, and coordinated call center outreach.
• Provides input and assists in the planning and development of gaming promotions.
• May assist in specialized services to tour groups and high-worth guests including room reservations, event bookings, and VIP services coordination.
• Assists with evacuation plans and routes.
• Manages priorities and assignments of staff, including shift coverage and work schedules for Players Club and Call Center operations.
• Evaluates staff performance and rewards or disciplines staff as necessary.
• Coaches, counsels and assists in career development of staff in the areas of guest service, hospitality, reservations service, policies, and procedures.
• Maintains a high level of professionalism, teamwork, and competence in the staff.
• Assists in assessing, creating, and implementing staff training programs for Players Club, Player Development, and Call Center teams.
• Contributes in staff meetings of operations personnel or confers with subordinate personnel to discuss operations problems or explain procedural changes or practices.
• Participates in formulating and administering company policies and developing long-range goals and objectives for the Players Club and guest services operations.
• Decides the final outcome of guest disputes involving complimentary services or reservations accommodations.
• Accurately completes paperwork and maintains logs.
• Assists gaming and other departments as needed.
• Always maintains strict confidentiality of guest information.
• Monitors Players Club and Call Center areas for minimal accidents and incident reports.
• Work hours are determined by a 24-hour schedule and are subject to change.
• Ensures compliance with Tribal, State, Federal, and NIGC regulations.
• Ensures control and protection of company assets.
• Works nights, weekends, and holidays as required.
• Performs other duties as assigned.
• Oversees the daily process to ensure guest satisfaction by consistent delivery of both product quality and service in a prompt and courteous manner.
• Maintains patience and composure while exemplifying excellent guest service with upset, angry, and/or frustrated guests using compassion and empathy.
• Communicates with all departments regarding all casino events, promotions, hotel reservations, and VIP guest arrangements.

Qualifications

• Exceptional guest service skills required
• Casino experience preferred
• Minimum of two years’ Managerial experience and/or training; or equivalent combination of education and experience
• 4 years of casino operations, guest service or related field required
• Previous hospitality, retail and/or event planning experience preferred
• Ability to speak and communicate effectively with individuals and before groups of people
• Exceptional organizational, communication, leadership and interpersonal skills.
• Ability to interact positively with guests and solve guest problems.
• Skills in identifying and resolving administrative problems under pressure conditions.
• Must have strong customer service skills and a background in Telemarketing, Room Reservations, VIP Services or Casino Services preferred
• Ability to follow directions with minimal supervision
• Must be customer service oriented and have excellent verbal and written communication skills with the ability to multi-task and work independently
• Ability to work in a challenging environment dealing with sensitive issues and maintain confidentially with strong attention to detail and excellent problem solving, organizational, and time management skills
• Ability to maintain professional, courteous, and effective working relationships with all levels of the organization and outside business contacts
• Proven intermediate skills in Windows, MS Office Programs (Word, PowerPoint, Excel), and experience with database systems. Ability to prepare reports, correspondence, charts, forms and other information and instructions

Certificates, Licenses, Regulations

• Must be able to obtain and maintain a Class A/3 gaming license from the Stillaguamish Tribal Gaming Agency and Washington State

Physical Demands and Work Environment

Constantly requires the ability to receive detailed information through oral and written communication. The position requires exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Requires repetitive movement with the ability to stand and/or walk for an entire shift. Requires repetitive movement daily with sedentary work, occasional bending and crouching. This is a 24 hour, 7 days a week work operation