Guest Service Representative
1 day ago
Atlantic City
Job Description Summary of Position The Guest Service Representative is responsible for addressing and resolving customer complaints in a timely, professional, and empathetic manner. This role involves interacting with guests both in person and through electronic communication channels, including email, chat, and social media. The representative is expected to deliver positive customer experience by providing exceptional hospitality, ensuring prompt resolution of concerns, and upholding Showboat standards at all times. Organizational Relationships Reports to: Front Desk Manager/Director of Front Desk Supervises: NA Qualifications and Skills • Must be 18 years of age or older, • Strong verbal and written communication skills, • Excellent problem-solving and conflict-resolution abilities, • Ability to remain calm under pressure and handle difficult situations, • Customer-focused mindset, • Active listening and empathy, • Attention to detail, • Professionalism and patience, • High school diploma or equivalent (Associate's or Bachelor's degree preferred), • Previous experience in customer service, hospitality, or a related field, • Previous experience in customer service role, specifically hospitality or hotel setting, • Respond promptly to customer complaints and concerns in person, via email, phone, or online platforms, • Listen actively and empathize with guests to fully understand issues and expectations, • Investigate complaints thoroughly and determine appropriate resolutions, • Provide clear, accurate, and courteous communication at all times, • De-escalate tense situations while maintaining professionalism and composure, • Document all customer interactions and resolutions in the system, • Follow up with customers to ensure satisfaction with the resolution Performs other related duties as assigned by the Font Desk Manager and /or Director of Front Desk. Showboat Core Values Demonstrates Showboats core values in the performance of position responsibilities: 1. Friendly Focused – we are committed to creating a fun environment that embraces families and children of all ages., 2. Kindness Focused – we demonstrate kindness in everything we do, seeking to uplift and support all of those around us., 3. Team Spirit – we foster a respectful workplace where team members work together to exceed our guest's expectations., 4. Hearts that Serve – we are driven by a passion to bring joy and happiness to the guests that we serve., 5. Take Ownership – we take full responsibility for our actions and the resulting outcomes, embracing personal accountability. Essential Functions • The ability to attend work predictably and regularly and to be punctual., • The ability to work varying schedules including evenings, weekends, holidays, and extended hours as business operations dictates, • The ability to read and understand documents, drawings, and instructions (whether presented in written, oral, diagram or schedule form)., • The ability to work with mathematical concepts and to apply concepts to practical situations., • The ability to work cooperatively with others., • The ability to deal politely and professionally with customers and coworkers., • The ability to perform several tasks at once., • The ability to follow directions or instruction., • The ability to use a computer to communicate, create, and access information., • The ability to lift and move 25 pounds., • The ability to sit/stand/bend/stretch, etc. Constantly – occupation requires this activity more than 66% of the time (5.5+ hours/day) Frequently – occupation requires this activity from 33% to 66% of the time (2.5 – 5.5 hours/day) Occasionally – occupation requires this activity up to 33% of the time (0 – 2.5 hrs/day) Not Applicable – activity is not applicable to this occupation. Physical Demands Stand Constantly x Frequently Occasionally Not Applicable Walk Constantly x Frequently Occasionally Not Applicable Sit Constantly x Frequently Occasionally Not Applicable Handling/Fingering Constantly Frequently x Occasionally Not Applicable Reach Outward Constantly Frequently x Occasionally Not Applicable Reach Above Shoulder Constantly Frequently x Occasionally Not Applicable Climb Constantly Frequently x Occasionally Not Applicable Crawl Constantly Frequently x Occasionally Not Applicable Squat or kneel Constantly Frequently x Occasionally Not Applicable Bend Constantly Frequently x Occasionally Not Applicable Lift/Carry 10 lbs. or less Constantly Frequently x Occasionally Not Applicable 11 to 20 lbs. Constantly Frequently x Occasionally Not Applicable 21 to 50 lbs. Constantly Frequently x Occasionally Not Applicable 51 to 100 lbs. Constantly Frequently Occasionally x Not Applicable Over 100 lbs. Constantly Frequently Occasionally x Not Applicable Push/Pull 12 lbs. or less Constantly Frequently x Occasionally Not Applicable 13 to 25 lbs. Constantly Frequently x Occasionally Not Applicable 26 to 40 lbs. Constantly Frequently x Occasionally Not Applicable 41 to 100 lbs. Constantly Frequently Occasionally x Not Applicable Environmental Factors Extreme Cold (non-weather) Constantly x Frequently Occasionally Not Applicable Extreme Heat (non-weather) Constantly Frequently x Occasionally Not Applicable Loud Noise Level Constantly Frequently x Occasionally Not Applicable Other Ability to Read x Constantly Frequently Occasionally Not Applicable Ability to Speak English x Constantly Frequently Occasionally Not Applicable Ability to Understand Verbal Directions x Constantly Frequently Occasionally Not Applicable