GUEST SERVICE SPECIALIST

Soboba - San Jacinto, CA

Full-time
** PLEASE BE ADVISED THIS POSITION WILL NOT START UNTIL AFTER JANUARY 1, 2019

Guest Service Specialist is responsible for providing efficient and exceptional service to a wide variety of individuals on a daily basis including; Guest, Soboba Casino Resort Leadership and Team Members. A key responsibility of this position is to create a Here For You experience which leaves our guest and team members alike feeling assured, settled in and optimistic about Soboba Casino Resort. Individuals in this role must strictly adhere to the company’s standards and procedures in order to deliver a consistent guest experience (both external and internal) across the brand and to lead by example

Duties/Responsibilities

Develop and maintain collaborative partnerships with Department Leaders to successfully provide consultative OD services.
Measure and monitor guest service progress against established Soboba Service Standards using tools such as Secret Shopper and other data driven tools to attract and retain guest.
Create reports and coach departments on a consistent basis regarding Guest Service expectations and recommendations based on data results.
Assist with preparation of the annual budget process to establish adequate resources for Guest Service programs, incentive…etc.
Work with Training Team to develop and facilitate creative and innovative methods to promote ongoing compliance with Service Standards through reward and recognition programs.
Conduct service needs assessments, evaluate results and communicate information to the Training Team to develop high quality training programs that will effectively address identified needs.
Monitor and communicate discrepancies to department heads regarding Service and Appearance Standards.
Organize and facilitate monthly Guest Service Calibration sessions with department leaders.
Work with GSTM regarding Secret Shopper program and other Guest Service data driven tools. Administer monthly reports and recommendations with this data.
Facilitate weekly/monthly operations meetings to review guest survey data with departments.
Responsible for evaluating the quality of Guest Service by Team Members to ensure adherence to policy and quality requirements.
Monitor and communicate discrepancies to department heads regarding Service and Appearance Standards.
Must possess solid organizational skills with the ability to simultaneously prioritize multiple priorities and/or projects in a fast-paced environment.
Requires regular contact with other departments, supplying or seeking information on specialized matters.
Assist with the publication of ‘The SUN’ – Service & Leadership Newsletter.
Support all areas of Human Resources (H&W, R&R, Engagement, Compliance, Training, etc.).
Remain flexible and willing to work in other areas of the Guest Service & Training Department.
Must be physically present to work a regular, reliable, and predictable work schedule in accordance with business demands, and maintain a consistent and regular attendance record.
Perform special projects and other responsibilities, tasks, or duties as requested.
Education / Qualifications

Must be 21 years of age, or older.
High School Diploma or GED equivalent required.
2-year or 4-year degree in related field (training, education, marketing, business) highly desirable.
5 + years’ experience in guest service working in hospitality or entertainment, required.
Prior supervisory experience in Guest Service/Hospitality preferred.
3 + years Guest Service Training experience highly desirable.
Excellent verbal and written communication skills in order to promote a positive and professional image.
Intermediate computer literacy skills, required.
Working knowledge of and expertise in the operation of general office equipment including personal computer and computer software programs such as Word, Excel, PowerPoint, Publisher and Outlook, telephone, photocopy machine, fax machine, etc. is required.
Prior human resources knowledge and experience a plus.
Must be able to work a flexible schedule for a 24/7 operation, including weekends, holidays.
Must be able to provide evidence of eligibility to work in the United States of America.