Lead Representative

• Supervises Club Remington Representatives on assigned shift.
• Ability and knowledge to perform all duties of Club Remington Representative.
• Carries out procedures, trains, schedules and evaluates staff performance levels to ensure customer service standards are met or exceeded.
• Responsible for ensuring all electronic related Club Remington equipment including Computers, Printers and other Club related equipment is operational and in good repair.
• Analyzes any Club Remington equipment malfunctions and may repair the same when necessary in accordance with training and procedures. Submit IT Sys Aid on other equipment as needed.
• Promotes outstanding customer and employee relations.
• Ensures compliance with all applicable regulations, laws, internal policies/procedures, and control protocols.
• Effectively communicate with and provide guests with required service and resolve guest service problems in accordance with authority.
• Establishes and maintains appropriate professional relationships with regulatory agencies, educational institutions, business leaders, community leaders, and others that may serve as strategic partners.
• Determines work procedures, prepares work schedules, and expedites workflow.
• Issues written and oral instructions.
• Issues written and oral corrective counseling.
• Assigns duties and examines work for exactness, neatness, and conformance to policies and procedures.
• Studies and standardizes procedures to improve efficiency of subordinates.
• Maintains harmony among workers and resolves grievances.
• Responsible for seeking out and knowing all current information pertaining to but not limited to:
  • Current marketing promotions 
  • Special and group sales events 
  • Hours of operation for casino, wagering, live racing and all restaurants.
  • General information for each of the above.
• Performs other related duties as may be assigned by reporting senior.

QUALIFICATIONS: 

• Educational level usually associated with the attainment of an Associates or Bachelor’s Degree or equivalent combination of education and leadership experience.
•  Requires the knowledge, skills, and abilities to work with personal computers, AV systems, player tracking card systems, gaming devices, safety equipment, etc. 
• Strong leadership skills and customer service orientation required.
• Must be able to work effectively with peers, staff members, and regulatory agency personnel.
• Strong computer skills to include effective working knowledge of Microsoft Office Products.
• Strong written and oral communication skills required.
• Ability to solve problems and deal with a variety of situations where only limited standardization ex