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del Lago Resort Casino Guest Services Manager in Waterloo, New York


POSITION SUMMARYThe Guest Services Manager is responsible for leading a team of Player Card Retail Supervisors and Representatives in building relationships, promoting the del Lago Resort and Casino, and providing a guest service experience that exemplifies the company mission of providing an Exciting environment and World Class Service by delivering Old-World Hospitality and Charm. The Guest Services Manager is responsible to oversee the Rewards Club, Retail, Bus & Group Sales, and Promotional efforts.

GENERAL ACCOUNTABILITIESThe following statements are intended as general illustrations of the work in this class and are not all-inclusive.

  • Within all programs and executions, increase value of the brand of del Lago – excellence, excitement, homegrown hospitality.

  • Hires, Coaches, Mentors, and Advocates for the Team Member as well as the Company and is a Hospitality Champion. Supports Team Members in providing excitement as well as deliver world class service through Old-world hospitality and charm.

  • Responsible for the overall operations and administration of the Players Club and Retail Operations.

  • Responsible for the overall operations and administration of the Bus and Group Sales Operations.

  • Ensures Players Club Representatives have a comprehensive understanding of all club member benefits, promotions and events.

  • Assists in creation of action plans and goals of the department.

  • Maintains a good communication with Team Members and maintains a positive and professional work environment.

  • Direct development of forms, vouchers, rating sheets, lists, logs, etc., to support Club programs and to track program activities.

  • Work with Director of Promotions to develop, implement, and facilitate club benefits including providing details, rules, procedures, and materials necessary.

  • Maintain the integrity of the player databases for successful customer relations management and return on investment.

  • Work closely with Director of Entertainment and Special Events and participate in planning meetings to ensure the success of casino Entertainment and Special Event efforts.

  • Coordinate data with Marketing, for target marketing and player, promotion, and product development.

  • Ensure that the Club and Player Development program database information is handled confidentially and appropriately at all times.

  • Manage retail and gift giveaway inventories to include execution of purchase requisitions.

  • Manage guest disputes appropriately and effectively, resolving at the lowest level possible.

  • Promote internal guest service standards through courteous and respectful behavior.

  • Focuses on the company core values of Leading By Example, being Accountable for his/her actions, being Guest Focused and Open to feedback.

  • Supports and enforces the Responsible Gaming Plan as well as Title 31.

  • Responsible for completing performance evaluations, training, coaching and mentoring of team.

  • Enthusiastically supports, actively promotes and demonstrates superior guest service in accordance with department and company standards and programs. Emphasizes and role models company mission of providing excitement and delivering world class service.

  • Effective communicator to ensure that consistent, accurate and timely information is provided to all shifts.

  • Utilizes effective communication tools to ensure that consistent, accurate and timely information is provided through the shifts.

  • Expert in all functionality of the player tracking software program.

  • Performs all job duties in a safe and responsible manner.

  • Performs other duties as may be assigned by department and/or company management.


  • Complimentary Authorization

  • Limited Free Play, Match Play, Self-Comp, Cash – as approved by supervisor

  • Prize and Promotional Payment Authorization


  • Access to Management Information Systems (MIS)

  • Pits

WORKING CONDITIONSMust have ability to:

  • Accurately calculate figures and amounts and perform mathematical functions applicable to business needs.

  • Define problems, collect data, establish facts and draw valid conclusions.

  • Interpret a variety of technical and mathematical formulas.

  • Interpret and follow through on a variety of instructions furnished in written, oral, diagram or schedule form.

  • Effectively communicate with all levels of Team Members, as well as outside contacts.

  • Resolve problems and conflicts in a diplomatic and tactful manner.

  • Demonstrate leadership and fairness in dealing with guests and Team Members; and possess the ability to instill a sense of pride and personal responsibility in staff.

  • Be flexible to work all shifts including holidays, nights, weekend hours and overtime as business needs dictate.

  • Be physically mobile with reasonable accommodations including ability to push, pull, carry and lift up to 25 lbs., and the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces

JOB QUALIFICATIONSMust be a minimum of 18 years of age. Management experience in retail and gaming operations and thorough knowledge guest service. Results oriented, hands-on professional with the ability to interact effectively with the public, staff and colleagues. Bachelor’s degree from a four-year college or university; or a minimum of 1 year of experience in a comparable position; or equivalent combination of education and experience is preferred. Excellent communication skills, both written and oral. Ability to read, analyze, interpret and comprehend technical procedures, government regulations, business periodicals, instructions, and correspondence/memos; write reports, business correspondence and procedure manuals; effectively present information and respond to questions from groups of managers or staff, guests and the general public. Working knowledge of Excel and Word required. Attention to detail and accuracy. Maintain confidential information. Previous guest service experience preferred.

COMPLIANCE RESPONSIBILITIESIn addition to the other duties described herein, each and every Team Member has the following responsibilities related to compliance with laws and regulations:

  • Attend required training sessions offered by the casino.

  • Obtain required license(s).

  • Perform the duties described in compliance with local laws and regulations.

  • Take the necessary steps to ensure minors are not allowed to gamble or loiter in gambling areas, drink alcoholic beverages, or purchase tobacco.

  • Have knowledge of the ordinances, regulations, laws, policies, and procedures relating to the Team Member’s department.

  • Have knowledge of the Property’s programs to address problem gambling.

  • Consult with the appropriate individuals and maintain an effective system of written policies, procedures, and internal controls to ensure compliance with the state regulations and Systems of Internal Controls.

  • Take the appropriate steps to investigate exceptions, fraud, and potential violations and report such instances to the appropriate levels of management.

  • Report any acts of wrongdoing on behalf of any Team Member that they have knowledge of