Guest Services Relief Manager

1. Responsible for the overall daily operations of Guest Services team members, and associated tasks, which include training, and development to ensure team members are performing at acceptable levels as determined by department and enterprise goals and initiatives. Direct involvement with day-to-day operations, which includes planning for promotional events, scheduling, activities related to loyalty club membership, club account maintenance, and making certain outlined service standards and operational expectations are exceeded when possible. 

2. Communicates information and directives to all team members to ensure implementation at all levels. Ensures internal control behaviors and practices are in place and thoroughly outlined and communicated as applicable to mitigate risk. Ensure gaming operating procedures are practiced and supply guidance and training to inter and intra-department personnel as necessary to support business operations.   

3. Responsible for operational excellence of lost and found areas, successful execution of promotional events, and associated activities. Activities include attention to detail, promotional scripting to promote events and staging of products.  Staging products consist of opening and unloading boxes, transporting products, and breaking down boxes. Other activities include managing gift card inventories to support gift card promotional events.   

4. Resolve guest issues or situations throughout the casino, striving to promote first-person resolution whenever possible while always supporting confidentiality. Collaborates closely with the team to maximize communication of promotions and events to promote staff awareness resulting in a best-in-class guest and team member experience.   

5. Supports and enforces company Responsible Gaming initiatives through the Responsible Gambling Ambassador program. Actively identifies as a Responsible Gaming Ambassador in providing information and resources as necessary.   

6. Performs other duties as assigned to support the efficient operation of the department and assumes other responsibilities, duties, tasks, and assignments that contribute to the mitigation or response to any public health emergency. 

Supervisory Responsibilities