Penn National Gaming Guest Services Supervisor in Las Vegas, Nevada
Don’t just work. Work Happy.
A career in gaming? At Penn National Gaming we think you’ll enjoy an exciting industry, fast-paced days and nights, diverse, enthusiastic co-workers, unlimited growth and support from one of the leaders in the industry.
An individual could be successful if they possess the following.
Your daily responsibilities include
Within Penn National Gaming's customer-focused and team-oriented environment, the Guest Services Representative role is best performed by a thoughtful and effective leader with excellent communication and leadership skills. This position is responsible for providing superior service to the internal and external hotel and casino guests, specifically making reservations for guests (hotel, spa, golf, etc.) while selling complementary amenities and services. Other functions include providing guests information regarding events, promotions and property features, while also working with other team members and management to continuously improve systems and performance.
The Guest Services Representative is responsible for handling escalated casino customer calls that require specialized attention, including further player evaluation and/or authority. They will also provide “Host-level” care and service to Penn National Gaming's top clients. This position will utilize customer care and sales skills to strengthen player loyalty to the Penn National Gaming properties.
The following statements are intended as general illustrations of the work in this job class and are not all-inclusive for specific positions:
Assist in oversight of the management of the Guest Service Center floor to include service, scheduling (early outs and overtime) and ensuring service issues and concerns are passed onto the Guest Service Center Leadership Team.
Serve as an escalation point for challenging inquiry types and complicated situations that arise which could include approving or denying a complementary based on a more thorough player evaluation or collaborating with property personnel for a solution.
Respond to email inquiries, mailed correspondence and other non-telephone customer communications, validating promotions and coordinating customer lodging and entertainment reservation requests.
Provide casino and hotel customers with a clear understanding of each properties features, products and services; always anticipating customer needs and actively listening.
Ensures the protection of the customer’s information and confidentiality.
Ensures customer requests for reservations and other services are met and confirmed within the guidelines established by management in a timely manner.
Presents, at all times, a positive view of all of Penn Gaming properties when interacting with guests and fellow employees.
Provides supervisors with important observations culled from many customer interactions, offering suggestions to improve process, product or service offerings.
Works diligently to support The Penn Gaming Way, mission statement and guiding principles.
Run and analyze a variety of daily reports as determined by the Operations or QA Manager.
Understands department objectives, standards, and guidelines to achieve effective supervision of department.
Monitor room availability/blocks to ensure full and proper usage of hotel.
Ensures effective communication within the team.
WORKING CONDITIONS / ESSENTIAL FUNCTIONS:
Ability to effectively communicate with individuals at all levels within the organization. Ability to gather, summarize, review and comprehend business related information. Must be able to respond calmly and handle many customer demands in a fast pace environment.
Ability to use computer keyboard.
Manual dexterity to operate office equipment.
Ability to work in a fast-paced environment with a demonstrated ability to juggle multiple competing tasks and demands.
Ability to obtain a gaming license in all states that Penn National Gaming operates.
Ability to walk the call center floor, assist/trouble-shoot and supervise guest service center associates via their computer work station.
Must be able to work any/all shifts, including weekends and holidays.
To be successful in this position it will require the following skill set
Must be at least 21 years of age.
Must be able to effectively communicate in English both orally and written.
Experience in contact center, sales preferred.
3+ years experience in a customer service oriented position required.
1+ years of experience as a Manager or Supervisor required.
Ability to obtain a casino license in all states that Penn National Gaming operates.
Intermediate to advance working knowledge of Microsoft Word, Excel, Outlook and PowerPoint.
High school graduate or equivalent required. College degree preferred
Excellent communicator and service-oriented individual, willing to learn and grow and work both individually and as part of a team.
Must possess excellent customer relations, leadership and communication skills.
Strong verbal and written communication and interpersonal skills.
Effective, demonstrable computer skills and understanding of telephone etiquette.
1+ year in a call center and/or customer service experience required.
Effective, demonstrable computer skills and understanding of service quality requirements.
Ability to use all equipment associated with the position.
Must be able to interact with various computer applications and accurately apply business rules to a wide range of situations encountered.
Must be able to operate effectively and with poise in a fast paced, intense, high energy work environment.
Must possess excellent verbal communication, in addition to active and effective listening skills
Something to leave you with
Penn National Gaming is more than you may realize. We have properties throughout the United States and Canada and are embarking on an aggressive growth mode. Our departments and areas of opportunity are ideal for just about any skill set. And our company-wide commitment to making sure our guests smile as much as we do means you’ll enjoy a fun working environment.
Now that you have read about who we are, here is your opportunity to see what we're about!
Equal Opportunity Employer
Job ID 2019-69868
Casino Property Penn National Gaming, Inc.
Position Type Regular Full-Time
Category Customer Service