Manager - Guest Experience

Company: Sky River Casino
Location: Elk Grove
Posted on: May 12, 2022

Job Description:

Job Description JOB DESCRIPTIONJOB TITLE: Manager - Guest ExperienceJOB CODE: 203050EEO CLASS: 1.2SALARY GRADE: DEPARTMENT: Call CenterREPORTS TO: VP of MarketingSUPERVISORY RESPONSIBILITY: Yes # DIRECT REPORTS: 3 SUMMARY DESCRIPTION:Purpose and function of job. The Manager of Guest Experience is responsible for managing the Guest Service Representatives which includes process implementation, report generation, team member development, guest service, and new service implementations, coaching and mentoring. ESSENTIAL JOB FUNCTIONS/DUTIES:List duties in order of time spent or importance. Essential duties and tasks that must be performed with or without reasonable accommodation.

• Oversees all incoming communications internal, external, or electronic.
• Monitors the Supervisors and Operators to ensure call quality and maintaining our Customer Care & Call Center standards are adhered to.
• Prepares daily reports and other documentation to be distributed as required.
• Communicates and implements all new programs, changes in policies and procedures related to inbound direct mail responses, and outbound telemarketing projects daily.
• Ensures all operational departments are aware of and ready to take care of our premium guests.
• Manages all day-to-day operations of the Customer Care & Call Center department.
• Develops the training program and ensures all staff is properly trained to take care of our premium guests needs.
• Facilitates and ensures that performance reviews of all employees within department are complete on a yearly basis.
• Updates and manages all SOP's and the Services Manual.
• Reviews call recordings with supervisory staff and makes recommendations for coaching, counseling, and commendation.
• Prepares annual reviews of staff in conjunction with department standards.
• Creates departmental scheduling, and ensures schedules are adjusted based on call volume.
• When call volumes dictate, answers, and processes all internal and external inbound calls whether by phone, radio, on screen chat or other electronic means.
• Provides on property goods and services for guest service recovery (i.e., Hotel room stays, dining, gift shop, etc.).
• Evaluates player ratings to determine access and availability of Marketing events and promotions whether event is on or off property.
• Prepares daily reports to review efficiencies of the department, and to assist other Departments in guest service initiatives.
• Performs Supervisor and Operator department functions as needed.
• Performs other tasks as assigned. JOB SPECIFICATIONS:Education, experience, skills required, equipment used.
  • Must be 21 years or older.
  • High School diploma or equivalent.
  • 5 years' experience in marketing, major casino or resort environment, 2 years in a supervisory capacity preferred.
  • Excellent organizational skills and attention to detail.
  • Strong analytical and problem-solving skills.
  • Strong supervisory and leadership skills.
  • Proficient with Microsoft Office Suite or related software.
  • Prior casino gaming experience preferred.
  • Must be able to handle escalated problems in a calm manner.
  • Must be able to make quick decisions.
  • Must have an understanding and working knowledge of room, restaurant and show reservations. CERTIFICATION REQUIREMENTS: Is this position responsible for selling, serving, or distributing alcoholic beverages or do they have comp authority? No Gaming License Required? TBD Other Certifications? N/ANote: This list of duties and responsibilities is not intended to be all-inclusive. It may be expanded to include other duties and responsibilities that management may deem necessary from time to time.The Company is committed to achieving full equal opportunity without discrimination based on race, religion, color, sex, national origin, politics, marital status, physical disability, age or sexual orientation or any other status protected by law. We welcome the strength of diversity in our workforce.
    
    PHYSICAL REQUIREMENTS ASSESSMENT Rating Scale 0 – Not Applicable to This Position1 – Normal: Conditions Similar to Everyday Life2 – Above Average: Beyond Normal Levels3 – Extreme: Extraordinary Levels Critical Job Elements: For the questions that follow, use the rating scale above to describe the job. WORK ENVIRONMENT:2Accessibility of all worksites required for the position1Exposure to weather and temperature extremes1Exposure to darkness1Exposure to cramped spaces1Exposure to loud noises1Exposure to chemicals and fumes1Exposure to dust1Exposure to heights1Exposure to work safety hazards2Exposure to secondhand smoke1Amount of overtime/extended work hours required PHYSICAL EFFORT:1Physical mobility: movement from place to place on the job, considering distance and speed1Physical agility: ability to maneuver body while in place1Ability to lift up to 15 lbs2Physical strength to handle routine office materials and tools1Dexterity of hands and fingers1Dexterity of feet1Physical balance: ability to maintain balance and physical control1Coordination: including eye/hand, hand/foot, etc.1Endurance: prolonged physical activity with limited opportunity to rest MENTAL EFFORT:2Concentration/intensity: prolonged mental effort with limited opportunity for breaks2Memory, considering the amount and type of information2Complexity of decision making2Time pressure of decision making2Analytical thinking2Conceptual thinking2Ability to compute math calculations COMMUNICATION :2Fluency in English0Fluency in another language2Verbal communication2Written communication2Non-verbal communication SENSORY ABILITIES :1Ability to see1Ability to distinguish colors1Ability to hear1Ability to smell1Ability to taste1Sense of touch

Keywords: Sky River Casino, Elk Grove , Manager - Guest Experience, Executive , Elk Grove, California