Guest Services Manager - Casino jobs in Charleston, SC

Description

Overview: Join our team at Iacofano Group LLC as the Manager of Guest Services Team, where you'll play a pivotal role in building a culture of guest-first service. You'll oversee all aspects of guest services, ensuring that customer satisfaction remains at the core of every decision. We're looking for a proactive individual who can effectively solve customer issues, complaints, and inquiries, while maintaining professionalism and courtesy at all times.

Responsibilities:

• Lead by example, embodying hospitality excellence for both team members and guests
• Educate team members and guests on products and services, providing convenient meal solutions
• Quickly address and resolve guest concerns to ensure a positive experience
• Handle all customer orders via phone, email, or fax
• Ensure facilities receive all orders and order revisions promptly
• Effectively solve customer complaints and inquiries, identifying needs and providing necessary information
• Utilize opportunities to upsell products with incoming orders
• Build sustainable relationships and engage customers by going the extra mile
• Meet personal and team goals
• Follow up on previous orders with customers
• Assist in menu pricing and updating
• Act as a liaison between customers and facilities
• Broker orders for FBOs
• Coach and train Guest Service Representatives (GSR) team
• Maintain catering software with proper updates (client list, menus & pricing, etc.)
• Support Director of Business Development with cold calls, contracts, and follow-up calls

Qualifications:

• 5 years of proven experience in a customer support role (required)
• 5 years of food service experience (required)
• Experience with QuickBooks (preferred)
• Strong leadership and communication skills
• Customer focus and adaptability to different personality types
• Ability to multitask, set priorities, and manage time effectively
• Self-motivated and able to work independently
• Dependable and timely