Odawa Casino Resort

Job Description

Job Title:Guest Services Representative

Reports To:Guest Services Supervisor

Department:Guest Services

Job Code:GSREP

Date Created:07/24/2004

Last Update:09/10/2026

Position Summary

The Guest Services Representative serves as a primary point of contact for guests, delivering exceptional service while promoting the Players Club, casino promotions, special events, and guest loyalty programs. This position is responsible for guest enrollment and account assistance, bus and group coordination, promotional support, and resolving guest concerns to ensure a positive and memorable guest experience. The Guest Services Representative is an ambassador of Odawa Casino Resort's mission, values, and commitment to hospitality excellence.

Essential Duties and Responsibilities

Guest Service & Player Development

• Provides exceptional guest service by greeting and assisting guests in a friendly, professional, and courteous manner at all times.
• Creates a welcoming and engaging atmosphere that enhances the overall guest experience.
• Recognizes and acknowledges frequent guests and Players Club members.
• Responds promptly and professionally to guest inquiries, concerns, and service requests.
• Solicits guest feedback through direct interaction and other approved methods.
• Acts immediately to resolve guest concerns and service recovery opportunities, escalating issues as appropriate.

Players Club Operations

• Enrolls new guests in the Players Club program and accurately enters member information into applicable systems.
• Assist guests with account inquiries, point balances, direct mail offers, vouchers, rewards, and promotional benefits.
• Explains Players Club membership benefits, promotions, events, and casino programs.
• Maintains accurate records and ensures compliance with established procedures and internal controls.

Promotions, Events & Marketing Support

• Maintains current knowledge of all casino promotions, special events, entertainment offerings, and marketing initiatives.
• Assists with the execution of promotions, giveaways, tournaments, and special events.
• Make public address announcements, including winner notifications, birthdays, and guest paging requests in a professional and engaging manner.
• Supports marketing initiatives designed to increase guest engagement and loyalty.

Bus & Group Services

• Coordinates guest arrivals and departures for bus groups and organized events.
• Completes bus manifests and related documentation accurately and timely.
• Greet incoming groups and provides information regarding casino amenities, promotions, and events.
• Assists with group check-in processes and ensures a positive arrival and departure experience.

Communications & Administrative Responsibilities

• Performs telephone operator functions, including answering calls, transferring calls, providing information, and assisting callers with inquiries.
• Maintains confidentiality of guest, employee, and business information.
• Attends and participates in required meetings, training programs, and departmental communications.
• Maintains a clean, organized, safe, and professional work environment.
• May work at other tribal properties or locations as business needs require.
• Performs other duties as assigned within the scope of the position.

Upholds Odawa Casino Mission statement in all aspects of position:

Mission:

Bringing you the THRILL of the win and the FUN of the game, served with a side

of real-deal HOSPITALITY.

Values:

We create a culture that provides:

1. Create the THRILL
2. Lead with FUN
3. Serve with Real-Deal HOSPITALITY
4. One Team, One Experience
5. Own the Moment
6. Do What’s Right – Always
7. Level Up Every Day

Systems Access: Synkros, MS Office Suite

Minimum Qualifications

Education & Experience

• High school diploma or equivalent required.
• Customer service, hospitality, casino, retail, or related experience preferred.

Knowledge, Skills, and Abilities

• Strong customer service orientation with the ability to create positive guest experiences.
• Effective verbal and written communication skills.
• Strong interpersonal skills with the ability to build rapport with guests, team members, and vendors.
• Ability to handle multiple priorities in a fast-paced environment while maintaining accuracy and professionalism.
• Basic mathematical and cash-handling skills.
• Proficiency with computers and Microsoft Office applications.
• Ability to exercise sound judgment and maintain confidentiality.
• Ability to work independently and as part of a team.
• Strong problem-solving and conflict-resolution abilities.
• Ability to learn and effectively communicate promotions, events, programs, and policies.

Working Conditions

• Work is performed in a casino and guest-service environment with frequent interaction with guests and team members.
• Regular exposure to loud noise levels, flashing lights, and a smoke-filled environment.
• Must be able to stand and walk for extended periods.
• Requires frequent use of hands, wrists, and fingers for computer and telephone operations.
• Must be able to bend, stoop, kneel, reach, and lift materials associated with normal job duties.
• Must maintain a flexible schedule, including the ability to workdays, evenings, weekends, holidays, overtime, promotions, special events, and emergency business needs as required.

Licensing & Certification

• Must be able to obtain and maintain a gaming license in accordance to the regulations established by the LTBB Gaming Regulatory Commission and be able to serve in the position under any other applicable law.

Preference: Native American preference applies in accordance with applicable Tribal law.