The incumbent in this position serves as property service ambassador, responding to guest feedback received through various mediums (e.g. on-line, comment cards, written letters, guest phone calls, internal surveys). Reviews surveys on a daily basis, responding to guest challenges either directly via the Website, or directly with the guest if possible. Training guest services program to new team members.
(The following statements are intended as general illustrations of the work in this job class and are not all inclusive for specific positions.)
- Reviews all guest feedback from various online reputation management sites, comment cards and all additional feedback mediums the property may use, tallying service scores by department, and notifying departmental management immediately of any challenges.
- Serves as point of contact for guests to personally provide feedback via phone, email, or written correspondence.
- Maintains database of all guest feedback, providing immediate notification to appropriate management of any service challenges, and providing monthly reporting by division.
- Assists departments in developing Team Member communication programs to support Service Culture initiatives (e.g. bulletin boards, etc.)
- Monitors departmental huddles to ensure occurrence and effectiveness, providing coaching and feedback to appropriate levels of management.
- Ensures all guest questions and concerns are addressed immediately, either personally, or by contacting the appropriate department, supervisor, or member of management, to obtain the answer to the question, or obtain assistance in resolving the concern. Owns the situation until the situation is resolved, or the guest is in direct contact with the Team Member who will resolve the situation.
- Must be able to meet the attendance guidelines of the job and adhere to departmental and company policies.
- Performs other duties as requested.
WORKING CONDITIONS/ESSENTIAL FUNCTIONS
- This position spends approximately 50% of the time on the casino floor. May be subject to crowds, noise, and smoke, the severity of which depends on customer volume.
- Ability to use a computer keyboard.
- Ability to communicate effectively with customers, employees, and management.
- Ability to use good judgement when evaluating guest opportunities and awarding complimentaries.
- 2 years’ experience in a Hotel /Resort setting preferred
- Follow detailed procedures and ensure accuracy in documentation and data.
- Able to take responsibility for actions and outcomes that persist despite obstacles.
- Demonstrate dependability in difficult circumstances and show a sense of urgency about getting results.
- Able to take action in solving problems while exhibiting judgment and a realistic understanding of issues.
- Able to use reasoning, even when dealing with emotional topics; review facts and weigh options.
- Able to exhibit a “can-do” approach.
- Able to bring about great results from ordinary circumstances; prepare for problems or opportunities in advance; transform leads into productive business outcomes..
- Able to be tactful and maintain confidences, and foster an ethical work environment.
- Speaks clearly and persuasively in positive or negative situations; listens and gets clarification.
- Demonstrates group presentation skills.
- Able to prepare for emerging customer needs.
- Manage multiple projects; determine project urgency in a meaningful and practical way; use goals to guide actions and create detailed action plans; organize and schedule people and tasks
REGULATORY AND COMPLIANCE RESPONSIBILITIES
In addition to the other duties described herein, each and every employee has the following responsibilities related to compliance with laws and regulations:
- Attend required training sessions offered by the Hard Rock Hotel & Casino Sioux City.
- Perform the duties described in compliance with local laws and regulations.
- Take the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco.
- Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the employee’s department.
- Consult Internal Control Procedures and Policy Manuals for guidance. Report illegal activity to Security or the appropriate levels of Management