Lead Guest Services Representative

Lead Guest Services Representative

Starting Pay Rate: $21.00 hourly

Swing shift available

Do you have a passion for delivering exceptional guest service? As a Lead Guest Services Representative, you'll have the opportunity to assist guests with their inquiries about the TS Rewards programs and events, all while creating a warm and welcoming experience.

What does a Lead Guest Services Representative do?

• Always greets guests in a courteous and positive manner.
• Always ensures players receive exemplary guest service when explaining, instructing and assisting guests with the fundamentals of the Reward Card accounts and complimentaries.
• Efficiently and accurately creates and maintains the Rewards Loyalty Card accounts as needed.
• Is thorough and accurate when verifying and recording guest information for new or changed accounts.
• Effectively issues Free Play offers.
• Always ensures own work area is kept clean and orderly throughout shift.
• Assists Auditing with variance issues.
• Thorough and concise when checking guest accounts for points and complimentary offer availability.
• Ensures all essential paperwork is accurate and complete.
• Accurately assists guests with point purchases in the Rewards Gallery.
• Answers all inbound calls and emails coming into the Rewards Desk in a timely fashion. Greets callers warmly, thanks them for calling, and remains calm and pleasant during calls.
• Periodically circulates gaming floor to assist VIPs with complimentaries, etc.
• Responds quickly and efficiently to the needs / requests of all VIP Guests, Casino Hosts & Junket Reps.
• Communicates & cooperates effectively with all departments.
• Always maintains confidentiality regarding guest account information including contact information, play history, bank and credit reports.
• Demonstrates thorough knowledge and comprehension of the gaming compact.
• Effectively redeems Players Choice coupons, and accurately balances out coupons at the end of each shift.
• Assists with the onboarding process; effectively trains new employees regarding proper procedures and standards.
• Consistently follows appropriate guidelines and seeks proper assistance/approvals in handling credit accounts and complimentaries.

Who We Are:

We are Turning Stone Enterprises, a dynamic organization with a diverse range of business operations. Among our prominent offerings is the Turning Stone Resort Casino, which has received the prestigious Best of New York Gaming Resort award for an impressive six consecutive years. Complementing this flagship property, we operate satellite casinos like YBR Casino & Sports Book, Point Place Casino, and The Lake House at Sylvan Beach. Beyond gaming and hospitality, our portfolio also includes convenience stores, three 18 hole PGA-level golf courses, and other unique ventures.

Work Experience:

• A High School Diploma/Equivalency or equivalent experience (required).
• Excellent verbal and written communication skills (required).
• Previous experience in a guest contact position (preferred).
• Previous Supervisory experience (preferred).
• Excellent organizational skills (required).
• Basic math skills (required).
• Knowledge of data entry (preferred).
• To possess computer skills with knowledge of Microsoft Office including Word and Excel.
• The ability to use a calculator, printer, copy machine, and scanner.
• Accommodate a flexible work schedule.
• To have knowledge of Credit policies and gaming compact requirements.
• The ability to make independent decisions in a stressful work environment.

What we value:

• Positivity – Team members who are passionate to learn, energetic to hit the ground running and willing to grow in a professional, team-oriented environment with a focus on guest service.
• Growth Opportunities – We offer a successful journey, including hands-on training and support to advance your career.
• Empowerment – We believe in our team members. With learning opportunities, career growth potential, and recognition of outstanding performance, we encourage our team to take pride in their work.

Benefits:

• Paid weekly
• Variety of schedules
• Paid time off
• Tuition assistance
• Career-building professional development
• Discounts from dining to fuel to concerts
• Team Member appreciation events
• Quality healthcare and dental benefits
• A robust 401k retirement plan
• Dealer School
• Finance Scholarship Program

Why You Will Appreciate Us:

At Turning Stone Enterprises, we prioritize the well-being and professional growth of our team members by offering an extensive array of benefits. From comprehensive medical, dental, and vision plans to a 401(k) and life insurance, we ensure your health and financial security. Our work-life balance support includes paid time off, paid holidays, and team member assistance programs. We're also committed to wellness, with various programs and an upcoming 5,000-square-foot onsite medical center.

With over 4,500 team members across Central New York, we focus on delivering exceptional experiences for both our guests and staff. Our resources include training programs, complimentary shuttles, and career development initiatives, helping you reach your professional goals. Whether you're starting your career or advancing it, join us for a rewarding journey of growth and success at Turning Stone Enterprises. We look forward to welcoming you to our team!