Guest Services Supervisor

Responsible for the daily operations of the Admissions and Rewards Center area to include the supervision of Marketing Operations Leads and Representatives.

Directly supervises up to 25 employees in the Guest Services Department. Is responsible for the overall direction, coordination and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

DIRECTLY SUPERVISES: Guest Service Lead

Responsibilities

• Assists in setting up and implementing all promotions, as they relate to the area of the Rewards Center.

• Assists in setting up, implementing and supervising all programs and procedures and block management of the ticketing system. Assists in achieving Rewards Center membership goals.

• Assists with the coordination of all Passenger reservations and boarding pass issuance

• Implements procedures to ensure the highest standards of courteous, prompt and efficient customer service.

• Assists with the reporting and reconciliation of coupons and incentives, coordinates all customer inquiries and complaints.

• Administers required record keeping procedures, maintains responsibility for accurate forecasting of passenger volumes

• Other duties assigned.

Qualifications

• Must be 21 years of age or older.

• Proficient in English verbal and written with the ability to read and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

• Associates degree (A. A.) or equivalent from a two-year college or technical school; high school diploma or general education degree (GED); or six months to one (1) year related experience and/or training; or equivalent combination of education and experience. Three to five years of supervisory experience preferred but not mandatory.

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

• Must have an outgoing, energetic and enthusiastic attitude. Must be comfortable initiating conversations and creating a fun environment with our guests.

• Flexible with working various shifts, weekends, holidays, and long hours if applicable. Due to the cyclical nature of the hospitality/entertainment industry, employees may be required to work varying schedules to reflect the business needs of the property.

• Responsible for fostering a fun environment, being gracious to all guests and co-workers, and for promoting a positive influence in the community and participating in company- sponsored events. Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures that behavior and appearance comply with established standards. Maintains a professional work environment with management and staff.

ADDITIONAL REQUIREMENTS

• Must be able to occasionally push/pull or lift up to 50 pounds.  
• Specific vision abilities such as close vision, distance vision, color vision, depth perception, peripheral vision, and ability to adjust focus.
• Regularly required to sit, stand and/or walk 2-3 miles in a least 8-10 hours daily, use hands to finger, handle, or feel and talk or hear. reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl and talk or hear. Occasionally it is required to sit and taste or smell and to climb and descend stairs and balance.
• Must be able to obtain and maintain a license from the Indiana Gaming Commission and Indiana Horse Racing Commission. Will require access to all general areas of the gaming and racing facility, back-of -house, and the Rewards Center facility and must regularly access patron data base/player information, departmental personnel records and payroll information.       
• Ability to work in an environment where you are exposed to secondary smoke, occasionally exposed to outside weather conditions, and the noise level in the working environment is usually moderate.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.