Lead Representative, Guest Services

Job description

Under the direction of the Supervisor, Guest Services, the Lead Representative - Guest Services is responsible for providing operational oversight and continuity across all Guest Services functions within a fast‑paced casino environment. Ensures consistent execution of department processes, supports the coordination of promotional and event‑based activities, and maintains alignment with procedural, regulatory, and service requirements. This role upholds daily operational flow by managing resources, facilitating communication, and supporting team readiness to ensure smooth and compliant departmental operations. ESSENTIAL DUTIES AND RESPONSIBILITIES: 1. Provides advanced support across all Guest Services operations during assigned shifts by monitoring and ensuring service excellence, enrollment activity, and compliance adherence, ensuring departmental standards are consistently met. Serves as the senior on‑duty resource for operational decisions within established authority limits, offering guidance to team members and addressing matters and inquiries in real time. Supports leadership by identifying skill gaps, training needs, and high‑potential team members through daily observation...