Lead Representative
Summary
Lead supervisor at a casino/entertainment venue (Club Remington) who manages front-line representatives, trains and schedules staff, handles customer service, maintains equipment, and ensures regulatory compliance in the gaming/hospitality industry.
- Supervises Club Remington Representatives on assigned shift.
- Ability and knowledge to perform all duties of Club Remington Representative.
- Carries out procedures, trains, schedules and evaluates staff performance levels to ensure customer service standards are met or exceeded.
- Responsible for ensuring all electronic related Club Remington equipment including Computers, Printers and other Club related equipment is operational and in good repair.
- Analyzes any Club Remington equipment malfunctions and may repair the same when necessary in accordance with training and procedures. Submit IT Sys Aid on other equipment as needed.
- Promotes outstanding customer and employee relations.
- Ensures compliance with all applicable regulations, laws, internal policies/procedures, and control protocols.
- Effectively communicate with and provide guests with required service and resolve guest service problems in accordance with authority.
- Establishes and maintains appropriate professional relationships with regulatory agencies, educational institutions, business leaders, community leaders, and others that may serve as strategic partners.
- Determines work procedures, prepares work schedules, and expedites workflow.
- Issues written and oral instructions.
- Issues written and oral corrective counseling.
- Assigns duties and examines work for exactness, neatness, and conformance to policies and procedures.
- Studies and standardizes procedures to improve efficiency of subordinates.
- Maintains harmony among workers and resolves grievances.
- Responsible for seeking out and knowing all current information pertaining to but not limited to:
- Current marketing promotions
- Special and group sales events
- Hours of operation for casino, wagering, live racing and all restaurants.
- General information for each of the above.
- Performs other related duties as may be assigned by reporting senior.