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Potawatomi Casino Hotel · 1 day ago

Guest Relations Specialist

Milwaukee, WI

Full-time

Onsite

Entry Level

2+ years exp

Potawatomi Casino Hotel is dedicated to providing exceptional guest service in a fast-paced environment. As a Guest Relations Specialist, you will manage the Customer Relationship Management program to enhance guest satisfaction and loyalty, while resolving guest issues and maintaining relationships with various departments.

CasinoGamblingHotel

Comp. & Benefits

Responsibilities

Administer and maintain the Customer Relationship Management program to support company image, strategies, and initiatives to promote guest satisfaction and loyalty. Provide timely updates, summary reports, and service enhancement recommendations to department and senior leadership

Ensure timely resolution of guest issues by implementing effective communication, investigation, resolution, and response techniques. Extend complimentary services within the guidelines established by management as appropriate

Maintain accurate records of guest incidents and conduct detailed, thorough investigations to resolve guest concerns. Assure that each guest receives a timely, accurate, consistent, and positive response from PCH

Develop and maintain ongoing, interactive working relationships with PH&C departments to ensure full support and collaboration in regards to service strategies and objectives

Implement, support, and administer the Problem Gambling initiative and Ride Assistance Program to enhance awareness and responsibility, direct guests and their families to appropriate resources, protect guest wellbeing and safety, and minimize liability to PCH

Assist in coordinating and conducting customer service training for team members, including attending department shift meetings to review, update, and deliver information regarding the Problem Gambling and Ride Assistance programs, along with departmental relationship building strategies

Perform job duties in full compliance with departmental Internal Controls, policies, procedures, and regulations

Perform other duties as assigned

Qualification

Customer Relationship ManagementMicrosoft ExcelCasino management systemsDispute tracking softwareProfessional correspondenceOffice skillsAccurate writing skillsInterpersonal skillsConfidentiality

Required

A high school diploma or equivalent and 2 years of related experience in an organization of similar size are required. An Associate's degree can take the place of 1 year experience

The ability to demonstrate accurate writing skills

Office skills must include the ability to use standard office equipment, and the ability to demonstrate knowledge of Microsoft Excel and other Microsoft Office software

The ability to maintain discretion in handling confidential information

The ability to interact with guests and team members at all levels of the organization professionally, including the ability to speak in front of small groups

The ability to interact with stakeholders of all levels and understand the interests of multiple stakeholders and how those interests relate to Potawatomi Hotel & Casino (PH&C) and its goals

The ability to draft professional correspondence

The ability to work irregular hours and extended shifts including late nights, early mornings, weekends, and holidays

While performing the duties of this job, the team member is required to talk, hear, stand, sit, walk, climb, balance, stoop, kneel, crouch, and move freely throughout the office and property for duration of scheduled shift

The team member is frequently required to use hands to handle or feel objects, tools, or controls, and reach with hands and arms

The team member must be able to operate a personal computer

The team member is required to lift, carry, push, pull, or move objects up to 10 pounds on a regular basis and up to 25 pounds occasionally

Team member must wear all required Personal Protective Equipment (PPE) while performing job duties

Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus