SER Guest Reltns Spv - 1711

IN HOUSE POSTING:

Any SCIT Tribal Members or associate that works for SECR, SELC & SCIT may apply

SHIFT: 1ST

WAGE: $ 17.61

POSTED DATES: 10/6/2025-10/11/2025

Eligible Employer for Public Student Loan Forgiveness as a U.S. federal, state, local or tribal government 

Position Summary: 

• Under the supervision of the Guest Relations Manager, serve dual responsibilities as assigned per scheduling. Supervise the operation of the Box Office, Coat Check, Motor Coach Program, Access Club, Guest Relations Call Center, Promotions, and Concert Showroom (Ushers) by ensuring they are run professionally, consistent with policy, and represents service excellence for guests and team members.

Essential Duties and Responsibilities: 

• Manage Guest Relations Representatives which includes hiring, scheduling training, and cross-training. Complete work schedules, monitor productivity and performance and conduct annual performance reviews. Handle performance issues which may include disciplinary action up to and including termination.
• Supervise staffing schedule to ensure ample staffing to promote service excellence.
• Delegate responsibilities to Guest Relations Representatives.
• Act as liaison between various departments, Tribal Council for internal departmental holds, and external ticket vendor. Supervise ticket sales for all events.
• Remain on-call during special events or staffing shortages.
• Implement departmental procedures.
• Receive coupons from the casino/hotel loading dock and store them in a secured cabinet. Authorize and release coupons to approved departments.
• Print vouchers that are over the approved limit for Guest Relations Representatives; adjust points for disputes, card reader error, and promotions.
• Complete vouchers for complimentary dinners. Handle the voiding of vouchers.
• Assist guests with lost Access cards and handle guest complaints.
• Redeem guest credits through proper procedures.
• Enter guest information in a computer database. Verify guest identity.
• Assist in the preparation of upcoming concerts or events.
• Monitor and order necessary supplies.
• Prepare slot cards for embossing machine.
• Oversee ticketing operations, including managing will-call tickets, vouchers, and controlling refunds. Secure cash changes for guests.
• Keep the entertainment schedule updated on the computer system, audit daily paperwork, and determine on-sale dates.
• Assist in the development and revision of the policies and procedures manual governing Box Office operations.
• Promote positive relations with casino guests.
• Maintain a clear understanding of seating arrangements for various events; assist handicapped patrons to their seats and with any additional needs.
• Verify tickets for proper events, dates, and location.
• Assist with greeting motor coaches and buses indoors and outdoors.
• Communicate to the guests the incentives that are included with their bus trip. Speak in front of bus groups of up to 60 guests.
• Keep an accurate record of coupon inventory; maintain organization stock, including ordering of new stock. Properly maintain and distribute verification slips.
• Implement procedures for the Motor Coach Program including check-in procedures for all Tour and Travel day motorcoach trips.
• Provide general casino information to the public and assist with guest disputes.
• Oversee running of the Promotions software and promotional events.
• Oversee winning payouts and ensure that all tax documents are filled out correctly.
• Attend meetings and training sessions when required.
• Provide excellent customer service for all internal and external customers of the operations at all times. Provide solutions for customer concerns and continually focus on customer service as our top priority.
• Must maintain strict confidentiality and present a positive, professional demeanor and image at all times.
• The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the supervisor.

Contacts/Purpose of Contacts: 

• Contact with Guest Relations Representatives to communicate all business needs and assist team members with questions or concerns, creating an experience that results in associate satisfaction.
• Contact with Management to serve as a liaison, provide feedback, and work as a