Guest Relations Specialist

Pay based on experience | Third shift

In this fast-paced, high energy environment where great guest service is essential, how do we ensure that our guests are receiving the best service possible allowing them to fully enjoy their gaming experience? As a Guest Relations Specialist, you will administer the Customer Relationship Management program that supports the company strategies and initiative that promote guest satisfaction. While carrying out the job duties listed below, you will contribute to our continued success by demonstrating unsurpassed guest service, a high level of integrity and ethical standards, and personal and professional dedication to our mission, vision, and values.

Principal Duties and Responsibilities (

• Essential Functions)
• Administer and maintain the Customer Relationship Management program to support company image, strategies, and initiatives to promote guest satisfaction and loyalty. Provide timely updates, summary reports, and service enhancement recommendations to department and senior leadership.
• Ensure timely resolution of guest issues by implementing effective communication, investigation, resolution, and response techniques. Extend complimentary services within the guidelines established by management as appropriate.
• Maintain accurate records of guest incidents and conduct detailed, thorough investigations to resolve guest concerns. Assure that each guest receives a timely, accurate, consistent, and positive response from PCH.
• Develop and maintain ongoing, interactive working relationships with PH&C departments to ensure full support and collaboration in regards to service strategies and objectives.
• Implement, support, and administer the Problem Gambling initiative and Ride Assistance Program to enhance awareness and responsibility, direct guests and their families to appropriate resources, protect guest wellbeing and safety, and minimize liability to PCH.
• Assist in coordinating and conducting customer service training for team members, including attending department shift meetings to review, update, and deliver information regarding the Problem Gambling and Ride Assistance programs, along with departmental relationship building strategies.
• Perform job duties in full compliance with departmental Internal Controls, policies, procedures, and regulations.
• Perform other duties as assigned.

Job Qualifications

Working Conditions

The noise level is usually moderate. When on the casino floor, the noise level increases. The facility is not smoke free.