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USD 0.0 - 0.0 / hr
5 applicants
posted 25 days ago

Job Description

The Guest Service Coordinator is responsible for coordinating and being the focal point for Operations/Guest Service Dept at Live! Casino & Hotel. The Coordinator will perform special projects at the direction of the Director of Guest Services.  Delivering exceptional guest service is an integral part of Live Casino & Hotel being the #1 regional gaming and entertainment experience.
 

CORE VALUES:

  • CLEAN - Must make the property shine and look impeccable while maintaining a neat, CLEAN and crisp personal appearance.
  • SAFE - Must make guests feel SAFE and comfortable through creating a worry-free, carefree experience.
  • FAST - Provide FAST and efficient service with accuracy.  Meet service time requirements and anticipate guest needs.
  • FRIENDLY - Greet guest with FRIENDLY welcomes, making eye contact and smiling.  Use H.E.A.R.T.  steps to ease guests concerns. Say thank you to departing guests.
  • FUN - Work passionately as a team to create a FUN experience both for everyone who works and plays here.

SPECIFIC DUTIES AND RESPONSIBILITIES:

  • Handle daily operating tasks of data entry, records management, and reporting
  • Run point for the various avenues of guest feedback (comment cards, website, call center transfers, guest surveys, marketing emails, etc.) to ensure consistent, timely, courteous and knowledgeable responses to all inquiries 
  • Set up and maintain an effective filing system for the Guest Service Department, including a daily trace file to ensure all weekly, monthly and bi-annual deadlines or goals are being met by the department
  • Maintain the strictest confidentiality on all matters relating to Operations and personnel related matters
  • Continually enhance and improve the efficiency and organization of the department by design and implementing administrative systems
  • Must be able to show initiative, including anticipating guest or operational needs
  • Responsible for ordering supplies and managing the inventory for the Guest Service Department
  • Promptly answer telephone calls or greet guests immediately with a friendly and sincere welcome using a positive and clear speaking voice
  • Coordinate with other departments on matters relating to guest service and suggestions for improvements
  • Works with department’s budget and financial data
  • Works with Marketing Departments to gain understanding of all program details in order to better assist other departments and guests
  • Learn basic querying skills to be able to investigate guest issues relating to marketing programs
  • Assists with holiday events and community development programs
  • Adhere with the company core values as stated above
  • Practice and promote superior guest service and public relations
  • Routinely pull and review HMS reporting, guest comment cards, My Live 5 awards, perfect shops, and guest survey information for distribution to the department heads.
  • Takes responsibility and/or support as appropriate, any departmental projects or other duties as directed by the Director of Guest Services
  • Take part in the monthly Get Live Leadership meetings

    MENTAL AND PHYSICAL REQUIREMENTS:

  • Ability to communicate clearly and effectively both orally and in writing
  • Must demonstrate well developed inter-personal skills.
  • Must possess initiative, as demonstrated through ability to logically and independently plan, organize, and complete work.
  • Ability to perform assigned duties under frequent time pressures and deadlines in an interruptive environment while achieving high standards. Must possess ability to prioritize conflicting duties and meet established deadlines.
  • Ability to work a flexible and irregular schedule including weekends, evenings and holidays.
  • Ability to sit 70% of the time and stand 30% of the time
  • Requires excellent analytical, problem solving, critical thinking and decision making skills.
  • Ability to express ideas or make recommendations concerning job related issues; learn specific job duties and complete detailed work assignments; maintain knowledge of basic concepts and techniques.
  • Ability to prepare and deliver presentations before public and private concerns.
  • Ability to perceive quality of work, read material, and review documents; receive instructions and hear inquiries from guests, clients or staff.
  • Ability to perceive emergency or distress signals.
  • Ability to perform job tasks and remain vigilant in the event of an emergency.
  • Demonstrates the ability to work as part of a team, both within and outside the department on a daily basis.
  • Lifting up to 15lbs
  • Pushing/Pull up to 50lbs
  • Carry up to 25lbs
  •  EDUCATION, TRAINING AND EXPERIENCE:

  • Minimum 2 years of experience in a guest service role in a high volume hospitality business.
  • College degree or equivalent work experience is preferred.
  • Knowledge of Microsoft Office suite applications
  • Knowledge of customer interfacing programs or SQL is a plus 
  • Must be able to obtain and maintain a valid gaming license as determined by the Maryland Lottery and Gaming Control Agency for the position.